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Cisco Customer Success Manager (820-605 CSM): https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/customer-success-manager-csm-820-605.html
This exam tests a candidate’s knowledge and skills to develop and integrate solutions, identify adoption barriers and actions to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.
820-605 DTCSM Exam Table of Contents:
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[share part for free] Latest updates Cisco 820-605 exam questions
| Number of exam questions | Exam name | From | Release time | Latest update |
| 15 | Cisco Customer Success Manager (DTCSM) | Lead4Pass | Sep 30, 2022 | 820-605 dumps |
New Question 1:
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 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 issue
D. No action is needed because the customer will probably renew and you can address the issue after the renewal
Correct Answer: B
New Question 2:
What is the purpose of capturing moments of success with a customer?
A. expanding the purchased solution
B. recognizing the value of the engagement
C. renewing the contract and subscription
D. validating deployment of the solution
Correct Answer: B
New Question 3:
At which stage does the Customer Success Manager initially validate stakeholders?
A. onboarding
B. deployment
C. utilization
D. purchase
Correct Answer: A
New Question 4:
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
A. help desk data
B. health score
C. risk management
D. telemetry
E. training surveys
Correct Answer: BD
New Question 5:
What is the best method to measure customer consumption of technology?
A. telemetry and analytics
B. recurring revenue management
C. enterprise CRM and incident management
D. content management
Correct Answer: A
New Question 6:
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?
A. Engage with the account team to understand the expansion opportunities.
B. Perform a deep analysis of all the sales orders for the past 24 months.
C. Document customer\’s current technical escalations.
D. Speak the internal contacts to understand the customer\’s priorities and sentiments.
Correct Answer: C
New 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 succession plan, and set up an internal meeting with the account team to discuss the next steps
Correct Answer: D
New Question 8:
What are two barriers to adoption within an organization? (Choose two.)
A. solution implemented by partner
B. agile development model
C. inadequate knowledge and skills
D. centralized IT organization
E. organizational silos
Correct Answer: AC
New Question 9:
Which method is directly associated with evaluating a customer outcome?
A. milestones
B. key performance indicators
C. metrics
D. benchmarks
Correct Answer: D
New Question 10:
Why should a customer\’s success be documented?
A. to establish KPIs that measure success
B. to provide awareness of the value achieved by the solution
C. to provide expansion opportunities for the sales team
D. to document roles and responsibilities for project management
Correct Answer: B
New Question 11:
Which action should be taken 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 training content to address current and existing barriers.
C. Provide a detailed cost structure for the management team.
D. Provide direct and in-depth technical expertise upon customer request.
Correct Answer: D
New Question 12:
What is a key driver that is creating the need for customer success?
A. financial resources
B. subscription economy
C. advanced specializations
D. portfolio management
Correct Answer: B
New Question 13:
Which adoption barrier results from failing to identify key stakeholders?
A. the missing value of product roadmap
B. fragmented purchase
C. lack of resources
D. additional training requirements
Correct Answer: C
New Question 14:
Which definition of a use case is true?
A. comparison of the marketing description of what a product does to the customer\’s experience
B. a list of actions or event steps that a customer uses
C. list of actions or event steps that typically define the interactions between a role and a system to achieve a goal
D. a list of instructions that customer uses for their software
Correct Answer: C
New Question 15:
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization\’s new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
A. Research the list of accelerators.
B. Review the account health score.
C. Analyze the adoption report.
D. Examine the recent QBR results.
E. Evaluate the architecture value cards.
Correct Answer: CD
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Latest update Lead4pass 820-605 dumps: https://www.lead4pass.com/820-605.html (124 Q&As)