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  3. 820-605

Cisco 820-605 Exam (page: 2)
Cisco Customer Success Manager (CSM)
Updated on: 31-Mar-2026

Viewing Page 2 of 26
820-605 PDF 178 Questions

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

  1. No action is necessary as long as the health index is green
  2. Observe the online image of the customer
  3. Review and update the success plan for ongoing activities
  4. Manage the service issues and escalations
  5. Join the sales and marketing strategy meetings

Answer(s): C,D



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?

  1. Contact the services team and request that they reach out to the customer to address the solution
  2. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
  3. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
  4. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer(s): B



Which of these is included in a success plan?

  1. confidential customer information
  2. customer business outcomes
  3. customer HR processes
  4. services cost

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/



Viewing Page 2 of 26



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