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Cisco 820-605 Exam is an essential certification for professionals who want to specialize in customer success management. 820-605 exam validates the skills and knowledge required to manage customer success programs effectively. Cisco Customer Success Manager certification is suitable for professionals working in customer success roles or those who want to switch to a customer success career. Passing the exam requires preparation and dedication, but it is a worthwhile investment in your career.

Cisco Customer Success Manager Sample Questions (Q59-Q64):

NEW QUESTION # 59
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. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
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. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Answer: C

Explanation:
The first action the Customer Success Manager should take is to check the account health report and review the expected outcomes in the success plan. This will provide insights into where the customer's expectations may not be met. Following this, setting up an internal meeting with the account team to discuss next steps is crucial for developing a strategy to address the customer's concerns.

NEW QUESTION # 60
What is a lagging indicator?

A. increase in the number of trained users
B. development of a new product
C. adoption of a product
D. increase in the net promoter score

Answer: D

Explanation:
A lagging indicator is a metric that reflects the success or failure after an event has occurred. In the context of customer success, an increase in the net promoter score (NPS) is a lagging indicator because it measures customer sentiment after they have experienced the product or service.

NEW QUESTION # 61
What are two examples of leveraging data to identify a customer barrier? (Choose two.)

A. consulting the health index
B. reviewing installed base details
C. providing training recommendations
D. evaluating feedback from the customer operations team
E. noting change in customer executive team

Answer: A,D

Explanation:
Two examples of leveraging data to identify a customer barrier are evaluating feedback from the customer operations team and consulting the health index. Feedback from the operations team can provide insights into operational challenges, while the health index can indicate areas where the customer may be struggling with the solution

NEW QUESTION # 62
What are two adoption barriers? (Choose two.)

A. loss of project sponsor
B. lack of resources
C. lack of expansion
D. unused customer success support
E. gaps in the account baseline

Answer: A,B

Explanation:
Two common adoption barriers are a lack of resources and the loss of a project sponsor. Both can significantly impede the adoption process; lack of resources can prevent proper implementation and use, while the loss of a project sponsor can lead to a lack of support and momentum1.

NEW QUESTION # 63
Refer to the exhibit.

What does this health score indicate?

A. The customer needs to consume more of this product.
B. The customer is unlikely to renew this license.
C. The customer is unlikely to advocate for this product.
D. The customer needs to purchase more licenses.

Answer: B

Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

NEW QUESTION # 64
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