Free 820-605 Sample Questions — Cisco Customer Success Manager (CSM)

Which element evaluates a customer outcome?

• A. key performance indicators
• B. milestones
• C. metrics
• D. benchmarks

What is the customer success objective of a Quarterly Success Review?

• A. Evaluate renewal contract
• B. Introduce new products and services
• C. Align work effort to outcomes
• D. Create a success plan

What is a lagging indicator of the customer achieving the value proposition?

• A. product deployment
• B. contract renewal
• C. decrease in the number of problem reports
• D. movement to evaluate stage

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. Twice yearly student and staff surveys with two questions related to IT
• B. Measure the number of complaints raised by students
• C. Combination of tailored surveys and IT tools-based metrics
• D. Implement staff Super Users to provide feedback

Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

• A. Customer Success Specialist
• B. Technical Engineer
• C. Sales Engineer
• D. Solutions Product Manager

What is an objective of the Customer Success Manager?

• A. make decisions on behalf of the customer to reduce time to value
• B. train customers to ensure they understand the full capabilities of the solution
• C. help customers recognize the self-service model
• D. solve customer problems to attain business outcomes

Which definition of customer success is true?

• A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service
• B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion
• C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful
• D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer

Why should a customer's success be documented?

• A. to establish KPIs that measure success
• B. to document roles and responsibilities for project management
• C. to provide awareness of the value achieved by the solution
• D. to provide expansion opportunities for the sales team

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

• A. Utilize a digital engagement so all your customers experience the touch of customer success
• B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
• C. Utilize the service team to form a larger internal team to lead the engagement
• D. Utilize people to focus your customers in a 1:many customer success experience

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end- users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two.)

• A. business misalignment
• B. purchase policy process
• C. lack of communication
• D. lack of common features
• E. limited telemetry

Which task drives advocacy with customer stakeholders?

• A. creating a stakeholder map
• B. creating a Customer Success Plan
• C. creating technical documentation
• D. creating a success story

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the next step the Customer Success Manager should take after this conversation?

• A. Host a discovery session with stakeholders to identify challenges and desired outcomes
• B. Invites the stakeholders to attend technical training on different product use cases
• C. Educate the operations team on the features and capabilities of the existing solution
• D. Ensure the customer's procurement team is aware of the existing solution and its usage history

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. technical barrier
• B. cultural barrier
• C. process barrier
• D. product barrier
• E. cost barrier

What is the value proposition of customer success for customers?

• A. incremental rewards
• B. business vision support
• C. technical assistance prioritization
• D. external publicity

What is a leading indicator of adoption in the healthscore?

• A. renewal
• B. integrated account plan
• C. product sales
• D. product quality

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

• A. technical
• B. business
• C. operational
• D. corporate culture

Which action should a Customer Success Manager take to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

• A. Provide break-fix support for technical problems experienced or observed by the customer
• B. Provide a detailed cost structure for the management team
• C. Provide training content to address current and existing barriers
• D. Provide direct and in-depth technical expertise upon customer request

What is a lagging indicator of the customer achieving the value proposition?

• A. product deployment
• B. contract renewal
• C. decrease in the number of problem reports
• D. movement to evaluate stage

What is the best reason for documenting your customer's success?

• A. To provide awareness of the value achieved by the customer's purchased solution
• B. To establish KPI's that measure the success of your company's business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

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