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**** 820-605 Description | 820-605 Syllabus | 820-605 Exam Objectives | 820-605 Course Outline ****
**** SAMPLE Cisco Customer Success Manager (CSM) 2021 Dumps ****
Question: 44 Section 1
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
Answer: A
Question: 45 Section 1
DRAG DROP -
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.
Select and Place:
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Answer:
Question: 46 Section 1
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are
critical to the company's success? (Choose two.)
A. risk management
B. credibility
C. business growth
D. cost efficiency
E. sustainability
Answer: CE
Question: 47 Section 1
Which expense is an operating expense (OPEX)?
A. payroll
B. computer equipment
C. software
D. office improvements
Answer: C
Question: 48 Section 1
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. risk management
B. employee satisfaction
C. cost efficiency
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D. credibility
E. sustainability
Answer: BC
Question: 49 Section 1
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. Communicate to the technical customer center and request that an expert contact the customer to discuss the
purchased solution
C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
D. 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
Answer: D
Question: 50 Section 1
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. Measure the number of complaints raised by students
C. Combination of tailored surveys and IT tools-based metrics
D. Implement staff Super Users to provide feedback
Answer: B
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