Question 1

Which list of components of a Customer Success Quarterly Success Review is common?

Accepted Answer

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 
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

Question 2

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

Accepted Answer

A)  organization chart discussed 
B)  account relationships identified 
C)  desired business outcomes discussed 
D)  stakeholders identified 
E)  network diagrams discussed 
A)  organization chart discussed 
B)  account relationships identified 
C)  desired business outcomes discussed 
D)  stakeholders identified 
E)  network diagrams discussed

Question 3

What is the best reason for documenting your customer's success?

Accepted Answer

A)  To provide awareness of the value achieved by the customer's purchased solution 
B)  To establish KPI's that measure the success of your company's business 
C)  To document roles and responsibilities for your project management 
D)  To provide expansion opportunities for your sales team 
A)  To provide awareness of the value achieved by the customer's purchased solution 
B)  To establish KPI's that measure the success of your company's business 
C)  To document roles and responsibilities for your project management 
D)  To provide expansion opportunities for your sales team

Question 4

Which outcome is the best that a Customer Success Manager can achieve for a customer?

Accepted Answer

A)  adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business 
B)  full adoption of all the technologies the customer purchased 
C)  removing barriers so the customer achieves the fastest time to value possible from the solution they purchased 
D)  ensuring the customers deployment teams and end users are trained and ready to adopt the technology 
A)  adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business 
B)  full adoption of all the technologies the customer purchased 
C)  removing barriers so the customer achieves the fastest time to value possible from the solution they purchased 
D)  ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Question 5

Which statement describes the difference between customer success and customer sales?

Accepted Answer

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 customer'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. 
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 customer'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.

Question 6

Which statement describes an end user adoption barrier?

Accepted Answer

A)  There are insufficient licenses for additional staff from a newly acquired company to use the solution. 
B)  The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution. 
C)  The budget is insufficient to implement the solution for a new branch of the business. 
D)  Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications. 
A)  There are insufficient licenses for additional staff from a newly acquired company to use the solution. 
B)  The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution. 
C)  The budget is insufficient to implement the solution for a new branch of the business. 
D)  Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Question 7

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?

Accepted Answer

A)  Quarterly Success Review build and delivery 
B)  service introduction to confirm that they know how to submit service issues at the go live 
C)  initial user group identified and their use cases confirmed 
D)  customer's stakeholders and their business outcomes 
E)  additional features that will align with the business outcomes 
A)  Quarterly Success Review build and delivery 
B)  service introduction to confirm that they know how to submit service issues at the go live 
C)  initial user group identified and their use cases confirmed 
D)  customer's stakeholders and their business outcomes 
E)  additional features that will align with the business outcomes

Question 8

Which definition of a use case is true?

Accepted Answer

A)  comparison of the marketing description of what a product does to the customer's experience 
B)  list of actions or event steps that a customer uses 
C)  list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal 
D)  list of instructions that customer uses for their software 
A)  comparison of the marketing description of what a product does to the customer's experience 
B)  list of actions or event steps that a customer uses 
C)  list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal 
D)  list of instructions that customer uses for their software

Question 9

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

Accepted Answer

A)  capability gap 
B)  financial gap 
C)  consumption gap 
D)  organizational gap 
A)  capability gap 
B)  financial gap 
C)  consumption gap 
D)  organizational gap

Question 10

Which method is directly associated with evaluating a customer outcome?

Accepted Answer

A)  milestones 
B)  key performance indicators 
C)  metrics 
D)  benchmarks 
A)  milestones 
B)  key performance indicators 
C)  metrics 
D)  benchmarks

Question 11

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)

Accepted Answer

A)  technical barrier 
B)  cultural barrier 
C)  process barrier 
D)  product barrier 
E)  cost barrier 
A)  technical barrier 
B)  cultural barrier 
C)  process barrier 
D)  product barrier 
E)  cost barrier

Question 12

In which stage does the Customer Success Manager initially validate stakeholders?

Accepted Answer

A)  onboarding 
B)  deployment 
C)  utilization 
D)  purchase 
A)  onboarding 
B)  deployment 
C)  utilization 
D)  purchase

Question 13

Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

Accepted Answer

A)  The customer has a high probability to renew and will include an expanded opportunity 
B)  The customer's usage is too low to correctly measure the chance of their retention 
C)  The customer has increased usage, which shows a strong indicator of renewal 
D)  The customer's usage has seen a recent decline and the chance of them churning will be higher 
A)  The customer has a high probability to renew and will include an expanded opportunity 
B)  The customer's usage is too low to correctly measure the chance of their retention 
C)  The customer has increased usage, which shows a strong indicator of renewal 
D)  The customer's usage has seen a recent decline and the chance of them churning will be higher

Question 14

A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

Accepted Answer

A)  customer annual report and quarterly business reviews 
B)  sales account plan 
C)  detailed contract inventory 
D)  questions to validate the interpreted analytical data 
E)  support tickets reports and diagnostic information 
A)  customer annual report and quarterly business reviews 
B)  sales account plan 
C)  detailed contract inventory 
D)  questions to validate the interpreted analytical data 
E)  support tickets reports and diagnostic information

Question 15

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.)

Accepted Answer

A)  risk management 
B)  employee satisfaction 
C)  cost efficiency 
D)  credibility 
E)  sustainability 
A)  risk management 
B)  employee satisfaction 
C)  cost efficiency 
D)  credibility 
E)  sustainability

Question 16

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?

Accepted Answer

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 
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

Question 17

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?

Accepted Answer

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

Question 18

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Accepted Answer

A)  Suggest that the customer replace their existing staff 
B)  Provide the customer with a chargeable deployment service 
C)  Re-enforce the time to value of the solution 
D)  Give the customer a discount on a future purchase 
A)  Suggest that the customer replace their existing staff 
B)  Provide the customer with a chargeable deployment service 
C)  Re-enforce the time to value of the solution 
D)  Give the customer a discount on a future purchase

Question 19

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.)

Accepted Answer

A)  risk management 
B)  credibility 
C)  business growth 
D)  cost efficiency 
E)  sustainability 
A)  risk management 
B)  credibility 
C)  business growth 
D)  cost efficiency 
E)  sustainability

Question 20

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

Accepted Answer

A)  risk management 
B)  market growth 
C)  sustainability 
D)  cost efficiency 
A)  risk management 
B)  market growth 
C)  sustainability 
D)  cost efficiency

Exam 52: Cisco Customer Success Manager (CSM)

Which list of components of a Customer Success Quarterly Success Review is common?

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

What is the best reason for documenting your customer's success?

Which outcome is the best that a Customer Success Manager can achieve for a customer?

Which statement describes the difference between customer success and customer sales?

Which statement describes an end user adoption barrier?

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?

Which definition of a use case is true?

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

Which method is directly associated with evaluating a customer outcome?

In which stage does the Customer Success Manager initially validate stakeholders?

Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

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 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 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?

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

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.)

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

Supporting Cisco Data Center System Devices (DCTECH)

Cisco Certified Technician Routing & Switching (RSTECH)

Understanding Cisco Cybersecurity Operations Fundamentals (CBROPS)

Cisco Certified Network Associate (CCNA)

Managing Industrial Networks with Cisco Networking Technologies (IMINS)

DevNet Associate (DEVASC)

Conducting Forensic Analysis and Incident Response Using Cisco CyberOps Technologies (CBRFIR)

Implementing Cisco Enterprise Advanced Routing and Services (ENARSI)

Implementing Cisco SD-WAN Solutions (ENSDWI)

Designing Cisco Enterprise Networks (ENSLD)

Designing Cisco Enterprise Wireless Networks (300-425 ENWLSD)

Implementing Cisco Enterprise Wireless Networks (300-430 ENWLSI)

Automating Cisco Enterprise Solutions (ENAUTO)

Implementing Cisco Service Provider Advanced Routing Solutions (SPRI)

Implementing Cisco Service Provider VPN Services (SPVI)

Designing Cisco Data Center Infrastructure (DCID)

Troubleshooting Cisco Data Center Infrastructure (DCIT)

Implementing Cisco Application Centric Infrastructure (DCACI)

Configuring Cisco MDS 9000 Series Switches (DCSAN)

Implementing Cisco Application Centric Infrastructure - Advanced

Automating Cisco Data Center Solutions (DCAUTO)

Securing Networks with Cisco Firepower (300-710 SNCF)

Implementing and Configuring Cisco Identity Services Engine (300-715 SISE)

Securing Email with Cisco Email Security Appliance (300-720 SESA)

Securing the Web with Cisco Web Security Appliance (300-725 SWSA)

Implementing Secure Solutions with Virtual Private Networks (SVPN 300-730)

Automating Cisco Security Solutions (SAUTO)

Implementing Cisco Collaboration Applications (CLICA)

Implementing Cisco Advanced Call Control and Mobility Services (CLASSM)

Implementing Cisco Collaboration Cloud and Edge Solutions

Implementing Cisco Collaboration Conferencing

Automating Cisco Collaboration Solutions (CLAUTO)

Implementing DevOps Solutions and Practices using Cisco Platforms (DEVOPS)

Developing Solutions Using Cisco IoT and Edge Platforms (DEVIOT)

Developing Applications for Cisco Webex and Webex Devices (DEVWBX)

Performing CyberOps Using Core Security Technologies (CBRCOR)

Implementing Cisco Enterprise Network Core Technologies (ENCOR)

Implementing and Operating Cisco Service Provider Network Core Technologies (SPCOR)

Implementing and Operating Cisco Data Center Core Technologies (DCCOR)

Implementing and Operating Cisco Security Core Technologies

Implementing Cisco Collaboration Core Technologies (CLCOR)

Developing Applications using Cisco Core Platforms and APIs (DEVCOR)

CCDE Design Written

Deploying Cisco Unified Contact Center Express

Cisco Meraki Solutions Specialist

Securing Cisco Networks with Sourcefire FireAMP Endpoints

Designing Cisco Unified Contact Center Enterprise (UCCED)

Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS)

Cisco Collaboration SaaS Authorization Exam

Cisco Security Architecture for System Engineers

Adopting The Cisco Business Architecture Approach (DTBAA)

Mastering The Cisco Business Architecture Discipline (DTBAD)

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