A customer has been using a cloud collaboration platform for two years. They have high adoption, but the customer success manager wants to identify opportunities to expand the account. Which stage of the customer lifecycle is the customer in, and what should the CSM focus on?

Growth stage; focus on identifying upsell and cross-sell opportunities

Onboarding stage; focus on training new users

Renewal stage; focus on contract negotiation

Retention stage; focus on preventing churn

A customer success team is launching a new feature and wants to ensure their customers adopt it successfully. Which collaboration would be most effective in driving adoption?

Wait for customers to discover the feature on their own

Send a mass email to all customers with a link to the release notes

Work with the product team to create training materials and with sales to identify target accounts

Ask the support team to proactively call every customer

A customer success team is designing a program for new customers. The goal is to ensure they reach their desired business outcomes quickly and become loyal, long-term customers. Which combination of activities best supports this goal?

Annual satisfaction surveys and a dedicated support hotline

Quarterly business reviews and contract renewal reminders

Structured onboarding, regular check-ins, and proactive adoption guidance

Discount offers and free training webinars

A customer success team is designing a playbook for at-risk customers. They want to intervene before churn occurs. Which combination of actions would be most effective in the early stages of at-risk detection?

Send a discount offer to all at-risk customers

Wait for the customer to contact support and then escalate to the sales team

Immediately escalate all at-risk accounts to the executive team

Monitor usage trends, reach out to the customer, and offer targeted training or support

Which KPI is specifically used to measure customer loyalty and the likelihood that a customer will recommend the company to others?

Average Revenue Per User (ARPU)

CiscoRenewals Manager

Domain 2Objective 5

2.5 Explain the Roles and Responsibilities of the Customer Success Team 700-805 Practice Questions (Page 5)

Part of the Customer Success domain, which accounts for 10% of the 700-805 exam. Cisco does not publish an official question count, but from its 90-minute exam (~35–60 total, ~4–6 in this domain), expect 1–1 from this objective — we provide 27 practice questions to prepare you well beyond it. (estimate)

27questions here

6free pages

5concepts

10%of the exam

Questions 21–25

21application · medium
A customer has been using a cloud collaboration platform for two years. They have high adoption, but the customer success manager wants to identify opportunities to expand the account. Which stage of the customer lifecycle is the customer in, and what should the CSM focus on?
Select an answer first
22application · medium
A customer success team is launching a new feature and wants to ensure their customers adopt it successfully. Which collaboration would be most effective in driving adoption?
Select an answer first
23application · medium
A customer success team is designing a program for new customers. The goal is to ensure they reach their desired business outcomes quickly and become loyal, long-term customers. Which combination of activities best supports this goal?
Select an answer first
24expert · hard
A customer success team is designing a playbook for at-risk customers. They want to intervene before churn occurs. Which combination of actions would be most effective in the early stages of at-risk detection?
Select an answer first
25foundation · easy
Which KPI is specifically used to measure customer loyalty and the likelihood that a customer will recommend the company to others?
Select an answer first

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