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Master Cisco 820-605 Exams with Exam Questions & Study Materials, Cisco Customer Success Manager | SPOTO

Prepare effectively for the Cisco Customer Success Manager v2.0 (Cisco CSM 820-605) exam with our comprehensive practice tests and study materials. This 90-minute exam, part of the Customer Success Manager Certification, evaluates your proficiency in developing and integrating solutions, identifying adoption barriers, implementing adoption frameworks, and interpreting customer usage data. Our practice tests cover a wide range of exam questions and answers, including sample questions and mock exams to simulate real exam conditions. Access free test resources and exam dumps to enhance your exam practice. Utilize our online exam questions and exam simulator for dynamic learning experiences. With accurate exam answers, thorough exam preparation, and the use of exam materials, you'll be well-prepared to demonstrate your expertise in leading customers to renewals and driving new sales opportunities throughout the customer lifecycle.
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Question #1
The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
A. The customer has a high probability to renew and will include an expanded opportunity
B. The customer’s usage is too low to correctly measure the chance of their retention
C. The customer has increased usage, which shows a strong indicator of renewal
D. The customer’s usage has seen a recent decline and the chance of them churning will be higher
View answer
Correct Answer: E

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Question #2
Throughout the customer lifecycle, 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. moments of success when the customer acknowledges progress
B. successful contract renewal
C. green health scores over intermittent time periods
D. continuing results based on unexpected value
E. results that are not measurable
View answer
Correct Answer: D
Question #3
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
A. No action is necessary as long as the health index is green
B. Observe the online image of the customer
C. Review and update the success plan for ongoing activities
D. Manage the service issues and escalations
E. Join the sales and marketing strategy meetings
View answer
Correct Answer: C
Question #4
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. customer annual report and quarterly business reviews
B. sales account plan
C. detailed contract inventory
D. questions to validate the interpreted analytical data
E. support tickets reports and diagnostic information
View answer
Correct Answer: BD
Question #5
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
View answer
Correct Answer: D
Question #6
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
A. KPI that will be improved by the new product solution
B. current existing products that are being displaced by the solution
C. current configuration guide of the product solution
D. product use case that will achieve the desired outcome
View answer
Correct Answer: A
Question #7
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?
A. Engage the service delivery manager and request two days of free consultation for the customer
B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
View answer
Correct Answer: CD
Question #8
Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?
A. descriptive
B. diagnostic
C. prescriptive
D. predictive
View answer
Correct Answer: BD
Question #9
Which statement describes the difference between customer success and customer sales?
A. Customer sales is about selling solutions to meet business needs
B. Customer sales is about getting customers to utilize their solutions to get the value they intended
C. Customer sales is about getting customers to utilize their solutions to get the value they intended
D. Customer sales is about selling solutions to meet business needs
View answer
Correct Answer: A
Question #10
Which initial action does a Customer Success Manager take?
A. Run analysis on all the license types used by the customer on all platforms
B. Share the report with the customer point of contact for license types B and D and determine causes
C. Provide trending information on license types B and D and share with all stakeholders
D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
View answer
Correct Answer: A
Question #11
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
View answer
Correct Answer: B
Question #12
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
A. Contact the services team and request that they reach out to the customer to address the solution
B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issueD
View answer
Correct Answer: D
Question #13
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
A. capability gap
B. financial gap
C. consumption gap
D. organizational gap
View answer
Correct Answer: B
Question #14
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
View answer
Correct Answer: AD
Question #15
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
A. number of users registered, bandwidth utilization, number of training sessions user joined
B. number of users registered, service logs, number of users
C. number of users registered, number of meetings user initiated, number of meetings user joinedD
View answer
Correct Answer: C
Question #16
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
View answer
Correct Answer: CD
Question #17
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. Perform a deep analysis of all the sales orders to the past 24 months
C. Build an understanding of your customer’s business and market trends and priorities
D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
View answer
Correct Answer: C
Question #18
Which expense is an operating expense (OPEX)?
A. payroll
B. computer equipmentC
D. office improvements
View answer
Correct Answer: S
Question #19
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
B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase
C. IT is increasingly adopting new consumption models
D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers
View answer
Correct Answer: CD
Question #20
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
View answer
Correct Answer: B

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