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Cisco Customer Success Manager (CSM) Certification is a program designed for professionals who are responsible for customer success, satisfaction, and retention. The CSM certification validates the skills and knowledge required to manage customer success programs effectively. The Cisco 820-605 exam is the certification exam for the CSM program, which tests the knowledge and skills required to become a successful customer success manager.
Cisco 820-605 exam covers a wide range of topics, including understanding customer needs, managing customer expectations, driving adoption and expansion, and measuring and reporting on customer success. 820-605 exam also covers technical topics such as Cisco's product portfolio, services, and solutions. It is important to note that the exam is not just about technical knowledge but also about soft skills such as communication, problem-solving, and relationship building.
NEW QUESTION # 80
What is a lagging indicator of the customer achieving the value proposition?
- A. movement to evaluate stage
- B. product deployment
- C. contract renewal
- D. decrease in the number of problem reports
Answer: C
Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.
NEW QUESTION # 81
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A. Address and resolve all technical issues.
- B. Offer discounts on new products to gain the interest of the new leadership.
- C. Review the original sales proposal with the sales team.
- D. Evaluate the customer's expertise in managing the purchased solution.
- E. Review the original business case and reassess desired outcomes with the new leadership
Answer: A,E
Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must address and resolve all technical issues that may be hindering adoption and review the original business case to reassess desired outcomes with the new leadership. These activities ensure that any obstacles to successful adoption are removed and that the new leadership's goals and expectations are aligned with the solution's capabilities
NEW QUESTION # 82
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. support tickets reports and diagnostic information
- B. questions to validate the interpreted analytical data
- C. detailed contract inventory
- D. customer annual report and quarterly business reviews
- E. sales account plan
Answer: A,B
NEW QUESTION # 83
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. review of product roadmap
- B. completion of customer training
- C. scheduling of Quarterly Success Review
- D. agreement of key stakeholders
- E. confirmation of customer business outcomes
Answer: C,E
NEW QUESTION # 84
What is a leading indicator of adoption in the healthscore?
- A. integrated account plan
- B. renewal
- C. product sales
- D. product quality
Answer: D
Explanation:
A leading indicator of adoption in the health score is product quality. High-quality products are more likely to be adopted by users, which is reflected in the health score. References: Adoption metrics and health scores often include product quality as a key factor influencing customer satisfaction and adoption rates.
NEW QUESTION # 85
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Measure the number of complaints raised by students
- B. Twice yearly student and staff surveys with two
- C. Combination of tailored surveys and IT tools-based metrics
- D. Implement staff Super Users to provide feedback
Answer: A
NEW QUESTION # 86
Which activity reduces the risk of churn?
- A. providing a discount on renewal
- B. expanding the customer footprint
- C. lowering the service level
- D. educating on product features
Answer: B
Explanation:
Expanding the customer footprint involves increasing the adoption of services or products within the existing customer base. This can lead to a deeper integration of the supplier's offerings into the customer's operations, making the customer more reliant on these services and less likely to churn..
NEW QUESTION # 87
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)
- A. cost barrier
- B. product barrier
- C. cultural barrier
- D. process barrier
- E. technical barrier
Answer: C,E
NEW QUESTION # 88
Refer to the exhibit.
Which role is accountable for the Develop and validate Success Plan update activity?
- A. Business Development Manager
- B. Customer Success Manager
- C. Account Manager
- D. Product Sales Specialist
Answer: B
NEW QUESTION # 89
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Engage with the account team to understand the expansion opportunities.
- B. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
- C. Build an understanding of your customer's business and market trends and priorities.
- D. Perform a deep analysis of all the sales orders for the past 24 months.
Answer: C
NEW QUESTION # 90
Throughout the customer life-cycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two )
- A. green health scores over intermittent time periods
- B. moments of success when the customer acknowledges progress
- C. continuing results based on unexpected value
- D. results that are not measurable
- E. successful contract renewal
Answer: A,C
NEW QUESTION # 91
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. business
- B. operational
- C. technical
- D. data
Answer: B
NEW QUESTION # 92
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)
- A. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- B. Conduct a discovery session to uncover their additional pain points.
- C. Present case studies that outline the benefits they achieved and highlight compelling metrics.
- D. Provide additional training on the current use case to drive adoption.
- E. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
Answer: D,E
NEW QUESTION # 93
Which metric is used to determine how much should be spent to acquire a customer?
- A. ACV
- B. ATR
- C. MRR
- D. LTV
Answer: D
Explanation:
The metric used to determine how much should be spent to acquire a customer is the Lifetime Value (LTV). LTV helps businesses understand the long-term value of a customer, which is crucial for determining the investment in customer acquisition.
NEW QUESTION # 94
Which sources should be used to uncover customer barriers?
- A. intuition, observation, data
- B. conservation, data, health score
- C. data, health score, intuition
- D. observation, conversation, data
Answer: D
Explanation:
To uncover customer barriers, it is essential to use a combination of observation, conversation, and data. Observation allows for understanding customer behavior in context, conversation provides direct feedback and insights from customers, and data offers quantitative evidence of customer interactions and experiences
NEW QUESTION # 95
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 96
Which statement describes an end user adoption barrier?
- A. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- C. The budget is insufficient to implement the solution for a new branch of the business.
- D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
Answer: A
Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
NEW QUESTION # 97
What is a type of expansion opportunity?
- A. using latest release versions
- B. additional user groups
- C. positive customer sentiment
- D. strong stakeholder communication
Answer: B
Explanation:
A type of expansion opportunity is the addition of user groups. This can occur when a solution is adopted by new departments or teams within the customer's organization, leading to an increased number of users and potentially more licenses or services required.
NEW QUESTION # 98
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
- A. Discuss new opportunities and new products to purchase
- B. Provide technical configuration for development
- C. Create a success plan to be reviewed with the customer at the next review meeting
- D. Document the session, stakeholder interests, and metrics for leadership
Answer: D
NEW QUESTION # 99
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Cisco 820-605 exam covers a range of topics related to customer success management, including customer success principles, customer journey mapping, customer experience design, customer insights and analytics, and customer success operations. In addition, the exam also covers Cisco technologies and solutions that are commonly used in customer success management, such as Cisco Collaboration solutions, Cisco Customer Experience solutions, and Cisco Security solutions.
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