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Free 820-605 Exam Braindumps
Cisco Customer Success Manager (CSM) Questions 10–17 (page: 3)

Updated On: 9-Jul-2026
Page 3 of 24
PDF with 178 Questions

What is the value proposition of customer success for customers?

  1. incremental rewards
  2. business vision support
  3. technical assistance prioritization
  4. external publicity

Answer(s): B



Your customer’s business outcome is to drive employee efficiencies.
Which key metrics measure this outcome?

  1. increase in new subscribers or increase in end users
  2. number of incidents reported or number of compliance issues
  3. reduction in headcount or operational support costs
  4. customer and employee feedback
  5. number of activities completed or increase in direct time

Answer(s): E



What is a financial implication of churn?

  1. loss of revenue
  2. increased production
  3. reduced product utilization
  4. contract expansion

Answer(s): A


Reference:

https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/



Which activity reduces the risk of churn?

  1. expanding the customer footprint
  2. lowering the service level
  3. providing a discount on renewal
  4. educating on product features

Answer(s): D



A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach will best measure success?

  1. Administer twice-yearly student and staff surveys with two questions related to IT
  2. Measure the number of complaints raised by students
  3. Use a combination of tailored surveys and IT tools-based metrics
  4. Implement staff Super Users to provide feedback

Answer(s): C



DRAG DROP (Drag and Drop is not supported)
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Select and Place:

  1. See Explanation section for answer.

Answer(s): A

Explanation:



Which Customer Success activity is critical from the supplier perspective?

  1. identifying opportunities for sales expansion
  2. driving full adoption of the company’s technology across all supported solutions
  3. ensuring the customer has a success plan and is achieving each milestone in a timely manner
  4. listening carefully to the customer’s feedback and taking actions so the company’s solutions can be improved

Answer(s): C



What is a lagging indicator of the customer achieving the value proposition?

  1. product deployment
  2. contract renewal
  3. decrease in the number of problem reports
  4. movement to evaluate stage

Answer(s): B



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