● Cisco Customer Success Manager (820-605 CSM) Exam Materials
Question #1
Question #2
Which action should a Customer Success Manager take when the product utilization score is not improving? (Choose one answer)
- A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
- B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
- C. Review the support case history to identify product quality or customer education issues.
- D. Contact the product operations team to review the telemetry and offer insights to the customer.
Question #3
Which factor delays time to value? (Choose one answer)
- A. loss of project sponsor
- B. lack of a renewal strategy
- C. low Gross Renewal Rate
- D. negative Net Promoter Score
Question #4
Which Impact does Customer Success bring to the customer organization? (Choose one answer)
- A. It supports business initiatives and allows their customers to accelerate time to value.
- B. It eases the stress of license management and offers implementation services.
- C. It allows customers to grow software and hardware support contracts.
- D. It provides organizations with better visibility into customer spending.
Question #5
Which action is appropriate for the Customer Success Manager when a customer's product usage is constantly changing? (Choose one answer)
- A. Review usage with the customer to determine if it matches their business pattern.
- B. Wait until the quarterly review to see if it is an anomaly.
- C. Promote a new product that is marketed as more stable.
- D. Check the support cases to determine if there are reported issues before investigating.
Question #6
What is a technical adoption barrier? (Choose one answer)
- A. lack of integration with other products
- B. customer not measuring product value
- C. underutilization of licenses
- D. untrained customer user group
Question #7
Which activity drives advocacy with customer stakeholders? (Choose one answer)
- A. creating a deployment plan
- B. creating a renewal plan
- C. creating a stakeholder map
- D. creating a success story
Question #8
What are two examples of expand opportunities? (Choose two answers)
- A. hosting an executive review
- B. providing solution optimization services
- C. addressing technical tickets
- D. training on existing features
- E. Increasing license count
Question #9
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan? (Choose one answer)
- A. Offer and encourage the opportunity for the customer to participate in a success story for product F.
- B. Contact and collaborate with the individuals involved in the onboarding of product E.
- C. Identify and document barriers that impact product C.
- D. Design and propose a discount on product G.
Question #10
Which two outcomes are the primary goals when introducing the customer to Customer Success? (Choose two answers)
- A. scheduling of Quarterly Success Review
- B. review of product roadmap
- C. completion of customer training
- D. alignment of key stakeholders
- E. Identification of customer business outcomes
Which two Customer Success Manager activities from a Success Plan review demonstrate value for the customer? (Choose two answers)