Cisco Customer Success Manager (DTCSM) practice questions

1. Question 1 of 25

   Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

   • AService 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.
   • BIT 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.
   • CIT 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 customer's business outcomes are achieved with the shortest time to value.
   • DThe accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

   Show answer

   Correct answer: C

   How others answered

   • C75%
   • D25%

2. Question 2 of 25

   Which definition of customer success is true?

   • AIt is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
   • BIt is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
   • CIt 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.
   • DIt 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.

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   Correct answer: A

   How others answered

   • A75%
   • B25%

3. Question 3 of 25

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

   • Aresults from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
   • Bresults from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
   • Cresults from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
   • Dresults from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

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   Correct answer: C

   How others answered

   • C56%
   • B44%

   Only 56% agreed on this answer — treat it as contested rather than settled.

4. Question 4 of 25

   Which type of KPI is of the most interest to Customer Success?

   • Abusiness KPIs that define progress to the Business Outcome
   • Bsales KPIs for revenue generation
   • CIT services KPIs for operations
   • DOPEX KPIs that define the operational costs of the company

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   Correct answer: A

   How others answered

   • A67%
   • B33%

   Only 67% agreed on this answer — treat it as contested rather than settled.

5. Question 5 of 25

   Select 2

   Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

   • Acompletion of customer training
   • Bconfirmation of customer business outcomes
   • Creview of product roadmap
   • Dscheduling of Quarterly Success Review
   • Eagreement of key stakeholders

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   Correct answer: B, E

   How others answered

   • BE100%

6. Question 6 of 25

   Why should a customer's success be documented?

   • Ato establish KPIs that measure success
   • Bto document roles and responsibilities for project management
   • Cto provide awareness of the value achieved by the solution
   • Dto provide expansion opportunities for the sales team

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   Correct answer: C

   How others answered

   • C100%

7. Question 7 of 25

   What is a key driver that is creating the need for customer success?

   • Afinancial resources
   • Bsubscription economy
   • Cadvanced specializations
   • Dportfolio management

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   Correct answer: B

   How others answered

   • B100%

8. Question 8 of 25

   What is the main objective of customer success?

   • Acustomer's return on investment
   • Bknown and unknown features of our product and solutions
   • Ccustomer's reduction of risk
   • Doutcomes customers are trying to achieve

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   Correct answer: D

   How others answered

   • D100%

9. Question 9 of 25

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

   • Aincrease in new subscribers or increase in end users
   • Bnumber of incidents reported or number of compliance issues
   • Creduction in headcount or operational support costs
   • Dcustomer and employee feedback
   • Enumber of activities completed or increase in direct time

   Show answer

   Correct answer: E

   How others answered

   • C100%

   Most people chose C, not E. Verify this one against the vendor documentation.

10. Question 10 of 25

    What is the value proposition of customer success for customers?

    • Aincremental rewards
    • Bbusiness vision support
    • Ctechnical assistance prioritization
    • Dexternal publicity

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    Correct answer: B

    How others answered

    • B100%

11. Question 11 of 25

    Which activity reduces the risk of churn?

    • Aexpanding the customer footprint
    • Blowering the service level
    • Cproviding a discount on renewal
    • Deducating on product features

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    Correct answer: D

    How others answered

    • D67%
    • A33%

    Only 67% agreed on this answer — treat it as contested rather than settled.

12. Question 12 of 25

    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?

    • ATwice yearly student and staff surveys with two questions related to IT
    • BMeasure the number of complaints raised by students
    • CCombination of tailored surveys and IT tools-based metrics
    • DImplement staff Super Users to provide feedback

    Show answer

    Correct answer: B

    How others answered

    • C67%
    • B33%

    Most people chose C, not B. Verify this one against the vendor documentation.

13. Question 13 of 25

    In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

    • ADocument the session, stakeholder interests, and metrics for leadership
    • BCreate a success plan to be reviewed with the customer at the next review meeting
    • CProvide technical configuration for development
    • DDiscuss new opportunities and new products to purchase

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    Correct answer: B

    How others answered

    • B100%

14. Question 14 of 25

    Select 2

    Which of these is included in a success plan?

    • Aconfidential customer information
    • Bcustomer business outcomes
    • Ccustomer HR processes
    • Dservices cost

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    Correct answer: B, D

    How others answered

    • B100%

    Most people chose B, not BD. Verify this one against the vendor documentation.

15. Question 15 of 25

    What is the customer success objective of a Quarterly Success Review?

    • AEvaluate renewal contract.
    • BIntroduce new products and services.
    • CAlign work effort to outcomes
    • DCreate a success plan

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    Correct answer: C

    How others answered

    • C100%

16. Question 16 of 25

    In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

    • AOnboard
    • BUse
    • CAdopt
    • DImplement

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    Correct answer: A

    How others answered

    • A50%
    • C38%
    • D13%

    Only 50% agreed on this answer — treat it as contested rather than settled.

17. Question 17 of 25

    Which task drives advocacy with customer stakeholders?

    • Acreating a stakeholder map
    • Bcreating a Customer Success Plan
    • Ccreating technical documentation
    • Dcreating a success story

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    Correct answer: D

    How others answered

    • D78%
    • A11%
    • B11%

18. Question 18 of 25

    What is a Quarterly Success Review?

    • Agap analysis that focuses on the state of the customer's current architecture
    • Bnew success plan that focuses on the upcoming goals for the customer
    • Cconversation that outlines the key initiatives that are agreed upon in the success plan
    • Dtechnical analysis that outlines the implementation plan and adoption barriers

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    Correct answer: C

    How others answered

    • C83%
    • B17%

19. Question 19 of 25

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

    • ATo provide awareness of the value achieved by the customer's purchased solution
    • BTo establish KPI's that measure the success of your company's business
    • CTo document roles and responsibilities for your project management
    • DTo provide expansion opportunities for your sales team

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    Correct answer: A

    How others answered

    • A100%

20. Question 20 of 25

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

    • Acapability gap
    • Bfinancial gap
    • Cconsumption gap
    • Dorganizational gap

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    Correct answer: C

    How others answered

    • C67%
    • A33%

    Only 67% agreed on this answer — treat it as contested rather than settled.

21. Question 21 of 25

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

    • Arisk management
    • Bmarket growth
    • Csustainability
    • Dcost efficiency

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    Correct answer: A

    How others answered

    • A100%

22. Question 22 of 25

    Which method is directly associated with evaluating a customer outcome?

    • Amilestones
    • Bkey performance indicators
    • Cmetrics
    • Dbenchmarks

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    Correct answer: B

    How others answered

    • B100%

23. Question 23 of 25

    Select 2

    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.)

    • Arisk management
    • Bcredibility
    • Cbusiness growth
    • Dcost efficiency
    • Esustainability

    Show answer

    Correct answer: B, C

    How others answered

    • BC100%

24. Question 24 of 25

    Select 2

    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.)

    • Arisk management
    • Bemployee satisfaction
    • Ccost efficiency
    • Dcredibility
    • Esustainability

    Show answer

    Correct answer: B, C

    How others answered

    • BC100%

25. Question 25 of 25

    

    Refer to the exhibit. What is the problem with this RACI example?

    • AEvery task should have four people consulted.
    • BNo one has multiple roles.
    • CMore stakeholders should be involved.
    • DToo many people are accountable for this task.

    Show answer

    Correct answer: D

    How others answered

    • D100%

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820-605 practice, question 1 of 25