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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Topic 2: Barrier Management	25%	- Developing barrier removal strategies - Overcoming resistance and technical hurdles - Identifying adoption barriers
Topic 3: Renewals and Expansion	15%	- Renewal strategies and processes - Identifying expansion opportunities - Driving customer loyalty and growth
Topic 4: Success Plan Creation	25%	- Stakeholder engagement and alignment - Success planning and goal setting - Customer journey mapping
Topic 5: Customer Success Industry Knowledge	15%	- Value realization and business outcomes - Customer Success trends and market dynamics - Customer lifecycle management

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Cisco Customer Success Manager Sample Questions (Q40-Q45):

NEW QUESTION # 40
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Answer:

Explanation:

NEW QUESTION # 41
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?

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

Answer: D

NEW QUESTION # 42
Your client, the Director of IT Policy and Governance of Eastembank has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago The client has requested a meeting to improve the situation Which reports are critical to the success of the meeting?

A. number of users registered, number of meetings user initiated, number of meetings user joined
B. network utilization, number of meetings user initiated, number of users
C. number of users registered, service logs, number of users
D. number of users registered, bandwidth utilization, number of training sessions user joined

Answer: B

NEW QUESTION # 43
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides free user training.
B. The adoption campaign notifies customers of a critical bug.
C. The adoption campaign provides notifications of new feature releases.
D. The adoption campaign surveys all end users for product feedback.
E. The adoption campaign provides free trial licenses for feature upgrades.

Answer: C,E

NEW QUESTION # 44
Which of these is included in a success plan?

A. customer HR processes
B. services cost
C. customer business outcomes
D. confidential customer information

Answer: B,C

NEW QUESTION # 45
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