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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Lifecycle Management and Value Realization	20%	- Demonstrating value and ROI to customers - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management
Topic 2: Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities
Topic 3: Adoption Barrier Identification and Management	25%	- Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles - Identifying technical, operational, and organizational barriers - Monitoring and reporting adoption progress
Topic 4: Customer Success Industry and Framework	15%	- Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success
Topic 5: Success Plan Creation and Development	25%	- Defining measurable business outcomes and success criteria - Customer discovery and requirement analysis - Aligning solutions with customer goals - Building comprehensive success plans

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Cisco Customer Success Manager Sample Questions (Q53-Q58):

NEW QUESTION # 53
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. inform the Sales Account Manager to position a new version of licenses types B and D with additional features.
B. Share the report with the customer point of contact for license types B and D 3nd determine causes.
C. Run analysis on all the license types used by the customer on all platforms.
D. Provide trending information on license types B and D and share with all stakeholders.

Answer: A

NEW QUESTION # 54
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)

A. Evaluation
B. Deployment
C. Awareness
D. Adoption
E. Experience

Answer: A,C

NEW QUESTION # 55
As a Customer Success Manager, what is the most important metric to uncover during onboarding?

A. cost
B. customer relationship
C. value
D. benefit

Answer: C

NEW QUESTION # 56
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:

NEW QUESTION # 57
In which lifecycle stage would a lack of skilled resources be identified as a barrier?

A. late-stage adoption
B. solution renewal
C. early-stage adoption
D. sales proof of concept

Answer: C

NEW QUESTION # 58
......

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