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Latest 820-605 Exam Questions


Question # 1



Which two actions are critical when communicating with executives? (Choose two.) 

A.

Keep services as a primary topic

B.

Focus on the value achieved

C.

Incorporate the sales team’s plan

D.

Target executive priorities

E.

Focus on technical details




B.
  

Focus on the value achieved




D.
  

Target executive priorities







Question # 2



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.

Document the session, stakeholder interests, and metrics for leadership

B.

Create a success plan to be reviewed with the customer at the next review meeting

C.

Provide technical configuration for development

D.

Discuss new opportunities and new products to purchase




A.
  

Document the session, stakeholder interests, and metrics for leadership







Question # 3



Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A.

increase in new subscribers or increase in end users

B.

number of incidents reported or number of compliance issues

C.

reduction in headcount or operational support costs

D.

customer and employee feedback

E.

number of activities completed or increase in direct time




E.
  

number of activities completed or increase in direct time







Question # 4



Which outcome is the best that a Customer Success Manager can achieve for a customer?

A.

adoption of all the licenses and features the customer purchased leading to expansion to improve the customer’s business

B.

full adoption of all the technologies the customer purchased 

C.

removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

D.

ensuring the customers deployment teams and end users are trained and ready to adopt the technology




C.
  

removing barriers so the customer achieves the fastest time to value possible from the solution they purchased







Question # 5



The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A.

Suggest that the customer replace their existing staff

B.

Provide the customer with a chargeable deployment service

C.

Re-enforce the time to value of the solution

D.

Give the customer a discount on a future purchase




C.
  

Re-enforce the time to value of the solution







Question # 6



Which two outcomes are expansion opportunities within customer success? (Choose two.)

A.

expansion of solution features

B.

renewal of solution subscription

C.

purchase of a new solution

D.

deployment of solution

E.

expansion of solution services




A.
  

expansion of solution features




D.
  

deployment of solution







Question # 7



Which expense is an operating expense (OPEX)?

A.

payroll

B.

computer equipment

C.

software

D.

office improvements




C.
  

software







Question # 8



Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A.

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

B.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

C.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

D.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.




C.
  

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.







Question # 9



The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

A.

risk management

B.

market growth

C.

sustainability

D.

cost efficiency




A.
  

risk management







Question # 10



Which statement describes the difference between customer success and customer sales?

A.

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

B.

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

C.

Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about expanding the customer’s portfolio.

D.

Customer sales is about selling solutions to meet business needs. Customer success is
about finding product opportunities for sales as the customer utilizes their current solution.




A.
  

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.






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Cisco 820-605 Dumps - Latest Questions


Exam Code: 820-605
Exam Name: Cisco Customer Success Manager (CSM)

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