Cisco 820-605 Customer Success Exam
with correct answers
Which key industry trend explains the need for companies to invest in a
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Customer Success practice and Customer Success Manager role?
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A. Service organizations must evolve from a ג€break fixג€ 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.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
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.
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C. 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 customerג€™s
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
business outcomes are achieved with the shortest time to valu - correct
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answer ✔C |!|
Which list of components of a Customer Success Quarterly Success Review
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is common?
|!|
A. results from prior quarter, product roadmap, proposed marketing new
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products, and confirm goals for the next quarter
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B. results from prior quarter, agreed actions completed, benchmarking with
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the market, and confirm goals for next quarter
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,C. results from prior quarter, services delivered, issues and open services
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cases, and confirm goals for next quarter
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D. results from prior quarter, cover roadmap and promote new products,
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and confirm goals for next quarter - correct answer ✔B
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Which definition of customer success is true?
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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. - correct answer ✔B |!| |!| |!| |!|
Which statement describes the difference between customer success and
|!| |!| |!| |!| |!| |!| |!| |!| |!|
customer sales? |!|
A. Customer sales is about selling solutions to meet business needs.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer success is about getting customers to utilize those solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended.
|!| |!| |!| |!|
B. Customer sales is about getting customers to utilize their solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended. Customer success is about making sure the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer deploys the solution within an effective timeline.
|!| |!| |!| |!| |!| |!| |!|
, C. Customer sales is about getting customers to utilize their solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended. Customer success is about expanding the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customerג€™s portfolio. |!|
D. Customer sales is about selling solutions to meet business needs.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer success is about finding product opportunities for sales as the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer utilizes their current solution. - correct answer ✔A
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Which two outcomes are the goals of the initial customer meeting to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
onboard the customer into customer success? (Choose two.)
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A. completion of customer training
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B. confirmation of customer business outcomes
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C. review of product roadmap
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D. scheduling of Quarterly Success Review
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E. agreement of key stakeholders - correct answer ✔BD
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Which type of KPI is of the most interest to Customer Success?
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
A. business KPIs that define progress to the Business Outcome
|!| |!| |!| |!| |!| |!| |!| |!| |!|
B. sales KPIs for revenue generation
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C. IT services KPIs for operations
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D. OPEX KPIs that define the operational costs of the company - correct
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answer ✔A |!|
What is a key driver that is creating the need for customer success?
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
A. financial resources
|!| |!|
B. subscription economy
|!| |!|
C. advanced specializations
|!| |!|
with correct answers
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 ג€break fixג€ 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.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
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. 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 customerג€™s
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
business outcomes are achieved with the shortest time to valu - correct
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
answer ✔C |!|
Which list of components of a Customer Success Quarterly Success Review
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
is common?
|!|
A. results from prior quarter, product roadmap, proposed marketing new
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
products, and confirm goals for the next quarter
|!| |!| |!| |!| |!| |!| |!|
B. results from prior quarter, agreed actions completed, benchmarking with
|!| |!| |!| |!| |!| |!| |!| |!| |!|
the market, and confirm goals for next quarter
|!| |!| |!| |!| |!| |!| |!| |!|
,C. results from prior quarter, services delivered, issues and open services
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
cases, and confirm goals for next quarter
|!| |!| |!| |!| |!| |!|
D. results from prior quarter, cover roadmap and promote new products,
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
and confirm goals for next quarter - correct answer ✔B
|!| |!| |!| |!| |!| |!| |!| |!| |!|
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. - correct answer ✔B |!| |!| |!| |!|
Which statement describes the difference between customer success and
|!| |!| |!| |!| |!| |!| |!| |!| |!|
customer sales? |!|
A. Customer sales is about selling solutions to meet business needs.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer success is about getting customers to utilize those solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended.
|!| |!| |!| |!|
B. Customer sales is about getting customers to utilize their solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended. Customer success is about making sure the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer deploys the solution within an effective timeline.
|!| |!| |!| |!| |!| |!| |!|
, C. Customer sales is about getting customers to utilize their solutions to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
get the value they intended. Customer success is about expanding the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customerג€™s portfolio. |!|
D. Customer sales is about selling solutions to meet business needs.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer success is about finding product opportunities for sales as the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer utilizes their current solution. - correct answer ✔A
|!| |!| |!| |!| |!| |!| |!| |!|
Which two outcomes are the goals of the initial customer meeting to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
onboard the customer into customer success? (Choose two.)
|!| |!| |!| |!| |!| |!| |!|
A. completion of customer training
|!| |!| |!| |!|
B. confirmation of customer business outcomes
|!| |!| |!| |!| |!|
C. review of product roadmap
|!| |!| |!| |!|
D. scheduling of Quarterly Success Review
|!| |!| |!| |!| |!|
E. agreement of key stakeholders - correct answer ✔BD
|!| |!| |!| |!| |!| |!| |!| |!|
Which type of KPI is of the most interest to Customer Success?
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
A. business KPIs that define progress to the Business Outcome
|!| |!| |!| |!| |!| |!| |!| |!| |!|
B. sales KPIs for revenue generation
|!| |!| |!| |!| |!|
C. IT services KPIs for operations
|!| |!| |!| |!| |!|
D. OPEX KPIs that define the operational costs of the company - correct
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
answer ✔A |!|
What is a key driver that is creating the need for customer success?
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
A. financial resources
|!| |!|
B. subscription economy
|!| |!|
C. advanced specializations
|!| |!|
