820-605 Exam Questions - Real & Updated Questions PDF
Pass Guaranteed Quiz 2026 Realistic Verified Free Cisco
NEW QUESTION # 57
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. increase in new subscribers or increase in end users
- E. customer and employee feedback
Answer: B
NEW QUESTION # 58
Which two elements are used to track and measure as key performance indicators? (Choose two.)
- A. scoping
- B. strategizing
- C. learning
- D. lagging
- E. leading
Answer: D,E
Explanation:
Lagging and leading elements are used to track and measure as key performance indicators (KPIs). Lagging indicators reflect past performance, while leading indicators predict future performance. Together, they provide a comprehensive view of an organization's progress towards its goals34.
NEW QUESTION # 59
Which scenario represents a use case expand opportunity?
- A. solution management team adds headcount
- B. usage KPIs are on target entering the fourth quarter
- C. supplementary training sessions are organized on existing features
- D. endpoint security solution extended to cover data center servers in addition to laptops
Answer: D
NEW QUESTION # 60
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Answer: A
Explanation:
When noticing a decline in product usage, it's important to re-assess the customer's business process and ensure that the capabilities of the solution are well-aligned with their needs. This may involve identifying any changes in the customer's operations or uncovering new challenges they are facing. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.
NEW QUESTION # 61
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. scheduling of Quarterly Success Review
- B. completion of customer training
- C. review of product roadmap
- D. confirmation of customer business outcomes
- E. agreement of key stakeholders
Answer: D,E
Explanation:
You can't schedule a QSR unless the customer is already on board with the CSM process and to do that you need stakeholder agreement.
NEW QUESTION # 62
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. Combination of tailored surveys and IT tools-based metrics
- C. Measure the number of complaints raised by students
- D. Implement staff Super Users to provide feedback
Answer: C
NEW QUESTION # 63
Which type of KPI is of the most interest to Customer Success?
- A. sales KPIs for revenue generation
- B. OPEX KPIs that define the operational costs of the company
- C. business KPIs that define progress to the Business Outcome
- D. IT services KPIs for operations
Answer: C
NEW QUESTION # 64
What is Quarterly Success Review?
- A. a conversation that outlines key initiatives that are agreed upon in the success plan.
- B. gap analysis that focuses on the state of the customer's current architecture.
- C. technical analysis that outlines the implementation plan and adoption barriers.
- D. new success plan that focuses on the upcoming goals for the customer.
Answer: D
NEW QUESTION # 65
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the Customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. service introduction to confirm that they know how to submit service issues at the go live
- B. additional features that will align with the business outcomes
- C. Quarterly Success Review build and delivery
- D. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
Answer: C
NEW QUESTION # 66
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. late-stage adoption
- B. sales proof of concept
- C. early-stage adoption
- D. solution renewal
Answer: B
NEW QUESTION # 67
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. Solutions Product Manager
- D. Sales Engineer
Answer: A
NEW QUESTION # 68
What are two customer advantages of purchasing subscription licenses? (Choose two.)
- A. It enables software providers to control customer consumption.
- B. Software maintenance is offered through a separate contract.
- C. The customer can discontinue the subscription if value is not realized.
- D. It creates high aftermarket resale value.
- E. It provides the customer with a pay per use model.
Answer: C,E
NEW QUESTION # 69
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Customer Success Manager
- B. Renewals Manager
- C. Product Sales Specialist
- D. Account Manager
Answer: A
Explanation:
The stakeholder responsible for ensuring that the customer realizes value from solutions coming up for renewal is the Customer Success Manager. Their role is to work closely with the customer to ensure they are achieving their desired outcomes with the solution and to address any concerns that may affect the renewal decision.
NEW QUESTION # 70
What is the best reason for documenting your customer's success?
- A. To document roles and responsibilities for your project management.
- B. To provide expansion opportunities for your sales team.
- C. To establish KPI'S that measure the success of your company's business.
- D. To provide awareness Of the value achieved by the customer's purchased solution.
Answer: D
NEW QUESTION # 71
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: A
NEW QUESTION # 72
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
- A. Customer Success Manager
- B. Renewals Manager
- C. Product Sales Specialist
- D. Account Manager
Answer: A
NEW QUESTION # 73
What is Quarterly Success Review?
- A. a conversation that outlines key initiatives that are agreed upon in the success plan.
- B. gap analysis that focuses on the state of the customer's current architecture.
- C. technical analysis that outlines the implementation plan and adoption barriers.
- D. new success plan that focuses on the upcoming goals for the customer.
Answer: B
NEW QUESTION # 74
On which two objectives should communication with customer executives focus? (Choose two.)
- A. time to value
- B. user training
- C. new sales
- D. product improvement
- E. return on investment
Answer: A,E
Explanation:
Communication with customer executives should focus on the return on investment and the time to value, as these objectives are typically top priorities for executive-level stakeholders. References: Executive communication guidelines that prioritize value demonstration and alignment with leadership objectives.
NEW QUESTION # 75
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. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- B. Make the renewals manager aware that the one solution is not fully implemented
- C. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
- D. Contact the services team and request that they reach out to the customer and address the solution
Answer: A
NEW QUESTION # 76
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A. Review the support case history to identify product quality or customer education issues.
- B. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
- C. Contact the product operations team to review the telemetry and offer insights to the customer.
- D. Engage the sales team to upsell the solution and offer options and product diversity to thecustomer.
Answer: B
Explanation:
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.
NEW QUESTION # 77
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. employee satisfaction
- B. cost efficiency
- C. credibility
- D. risk management
- E. sustainability
Answer: A,B
NEW QUESTION # 78
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution.
- B. Suggest that the customer replace their existing staff.
- C. Provide the customer with a chargeable deployment service.
- D. Give the customer a discount on a future purchase.
Answer: C
NEW QUESTION # 79
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- 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. 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. - 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.
Answer: A
NEW QUESTION # 80
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