Get New 2021 Valid Practice To your 820-605 Exam (Updated 103 Questions)
Digital Transformation Specialist 820-605 Exam Practice Test Questions Dumps Bundle!
How to book the Cisco 820-605: Cisco Customer Success Manager Exam
These are the following steps for registering for the 820-605 exam test:
- Step 1: Visit to 820-605 Exam Registration
- Step 2: Sign up/log in to the Pearson VUE account
- Step 3: Search for 820-605 Certifications Exam
- Step 4: Select Date, time and confirm with a payment method
Options for Efficient 820-605 Prep
Before taking the actual exam, you also need to prepare by using the official course endorsed by Cisco and the books found on Amazon. Here are three options you should look into:
- Customer Success Professional's Handbook by Ashvin Vaidyanathan and Ruben Rabago
This is another recommended resource for the Cisco CSM exam. It is the illustrative reference book for customer success management and identical roles in the field. It encompasses the skills needed to excel as a customer success manager. The 288-page handbook also features how a customer success team can be developed, installed, and managed. Reading it will improve your abilities to succeed in your field and offer realistic plans required to drive sales development during renewals and extensions.
- Cisco Customer Success Manager (DTCSM) Training Course by Cisco
This is the official training course endorsed by Cisco for this 820-605 test. It provides experiential learning with realistic lessons using schemes focused on real-life case studies. Overall, the class revolves around the idea of the client lifecycle and how to simplify the journey, improve customers’ satisfaction, and boost the chances of maintaining their interest and renewing or extending their market opportunities. Using this course as your preparation guide will help you in passing the Cisco 820-605 CSM exam on the first try. The duration for taking this course is usually 3 days, whether you are taking it in the physical classroom or online classroom. So, if you are aspiring for the Cisco Customer Success Manager Specialist designation, then you’re allowed to pursue this training. Then, you can also attend it if you are experienced in dealing with clients to determine as well as deliver outcomes for business by executing the technology.
- Practical Customer Success Management by Rick Adams
This book is another training tool for this exam and, as claimed before, you can get it on Amazon. It offers the best practices and resources in the context of a functional customer success management system. Also, such a manual guides readers through the whole end-to-end journey of interacting with customers to bring them closer to their objectives. Thus, you'll learn to add value to the CSM sector by maximizing renewals and expanding opportunities. Reading this book will greatly improve your knowledge of the topics in the real exam.
NEW QUESTION 41
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Health Index Report
- B. Stakeholder Map
- C. KPIs
- D. RACI
Answer: B
NEW QUESTION 42
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. Build an understanding of your customer's business and market trends and priorities
- B. Perform a deep analysis of all the sales orders to the past 24 months
- C. Engage with the account team to understand the expansion opportunities
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
Answer: A
NEW QUESTION 43
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. successful contract renewal
- B. moments of success when the customer acknowledges progress
- C. continuing results based on unexpected value
- D. results that are not measurable
- E. green health scores over intermittent time periods
Answer: A,B
NEW QUESTION 44
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. descriptive
- B. prescriptive
- C. predictive
- D. diagnostic
Answer: C
NEW QUESTION 45
Which outcome is the best that a Customer Success Manager can achieve for a customer?
- A. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- B. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- C. full adoption of all the technologies the customer purchased
- D. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
Answer: B
NEW QUESTION 46
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Manage the service issues and escalations
- B. No action is necessary as long as the health index is green
- C. Review and update the success plan for ongoing activities
- D. Observe the online image of the customer
- E. Join the sales and marketing strategy meetings
Answer: B,C
NEW QUESTION 47
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, number of meetings user initiated, number of meetings user joined
- C. network utilization, number of meetings user initiated, number of users
- D. number of users registered, service logs, number of users
Answer: B
NEW QUESTION 48
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. Build an understanding of your customer's business and market trends and priorities.
- B. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
- C. Perform a deep analysis of all the sales orders for the past 24 months.
- D. Engage with the account team to understand the expansion opportunities.
Answer: A
NEW QUESTION 49
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
- B. Contact the services team and request that they reach out to the customer to address the solution.
- 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.
Answer: C
NEW QUESTION 50
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Review the bill of materials
- B. Engage with the customer
- C. Collaborate with the sales team.
- D. Evaluate the Customer Success Plan
Answer: B
NEW QUESTION 51
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. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.
- B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.
- C. 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.
- D. Engage the service delivery manager and request two days of free consultation for the customer.
Answer: C
NEW QUESTION 52
Which two actions are an adoption campaign? (Choose two )
- A. messaging to stakeholders on the new features of their solution
- B. survey sent to all end users
- C. messaging to users on best practice approaches lo their solution
- D. renewal reminder to stakeholders
- E. messaging to stakeholders on new product releases
Answer: D,E
NEW QUESTION 53
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. agreement of key stakeholders
- B. completion of customer training
- C. review of product roadmap
- D. confirmation of customer business outcomes
- E. scheduling of Quarterly Success Review
Answer: D,E
NEW QUESTION 54
Drag and Drop Question
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 55
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. reduction in headcount or operational support costs
- B. number of incidents reported or number of compliance issues
- C. number of activities completed or increase in direct time
- D. customer and employee feedback
- E. increase in new subscribers or increase in end users
Answer: B
NEW QUESTION 56
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. Evaluate the architecture value cards.
- B. Analyze the adoption report.
- C. Review the account health score.
- D. Research the list of accelerators.
- E. Examine the recent QBR results.
Answer: B,E
NEW QUESTION 57
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. Measure the number of complaints raised by students
- B. Implement staff Super Users to provide feedback
- C. Twice yearly student and staff surveys with two QUESTIONs related to IT
- D. Combination of tailored surveys and IT tools-based metrics
Answer: A
NEW QUESTION 58
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. metrics
- C. key performance indicators
- D. benchmarks
Answer: B
NEW QUESTION 59
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )
- A. business growth
- B. cost efficiency
- C. sustainability
- D. risk management
- E. credibility
Answer: A,E
NEW QUESTION 60
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. cultural barrier
- B. cost barrier
- C. process barrier
- D. technical barrier
- E. product barrier
Answer: C,E
NEW QUESTION 61
Refer to the exhibit. 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. Provide trending information on license types B and D and share with all stakeholders
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
Answer: C
NEW QUESTION 62
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. Discuss new opportunities and new products to purchase
- D. Provide technical configuration for development
Answer: A
NEW QUESTION 63
What defines customer success?
- A. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
- B. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.
- C. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.
Answer: A
NEW QUESTION 64
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Topics Covered in Official Exam
The domains below act as a prep guide by revealing the type of questions to expect in the main exam. Each objective has a particular percentage of the total content and comprises the following syllabus:
- Customer Success Management
About 20% of the test items come from this section. Here, you may be asked to explain different components in the customer onboarding procedure plus the basis of fundamental customer management processes. You should also be able to discuss the communication necessities of stakeholders and note the chances for clients to play the role of supporters.
- Success Plan Creation
This part comprises 25% of the test questions. From this topic, you should be able to describe the detailed components of a customer success plan and point out the significant success factors to link to business results. Moreover, you may be asked to give detailed information on the sought-after business results with the help of info from major stakeholders.
- Barrier Management
This topic contains about 25% of the exam content. The relevant subjects you should know include the identification of the kinds of customer obstacles and the description of the tools and processes used to identify these barriers. Then, you should also know how to identify steps that could cause an imbalance between the project duration and value derived by a customer.
- Customer Success Industry
About 15% of the exam questions come from this domain. You are expected to define customer success as well as explain the main facilitators that create the demand for it. Also, you should have a clear knowledge of the lifecycle journey of customers and correlate customer support, success, and sales.
- Expand Opportunities and Renewal
This segment takes up about 15% of the test. Relevant subtopics include the description of the various types of expanding opportunities, the identification of the possible opportunities for expansion throughout any customer lifecycle. Learning about adoption campaigns and how they can reveal expansion opportunities is also another step you should take before attempting the Cisco 820-605.
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