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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Customer Lifecycle Management and Value Realization20%- Health score assessment and risk management
- Usage data analysis and insight generation
- Demonstrating value and ROI to customers
- Engagement models and touchpoints across the lifecycle
Topic 2: Customer Success Industry and Framework15%- Cisco customer success methodology
- Roles and responsibilities of a Customer Success Manager
- Core concepts and value of customer success
Topic 3: Success Plan Creation and Development25%- Aligning solutions with customer goals
- Customer discovery and requirement analysis
- Defining measurable business outcomes and success criteria
- Building comprehensive success plans
Topic 4: Renewal and Expansion Opportunities15%- Driving successful renewals and contract extensions
- Identifying expansion and cross-sell/upsell opportunities
- Building long-term customer loyalty and advocacy
Topic 5: Adoption Barrier Identification and Management25%- Implementing adoption acceleration frameworks
- Monitoring and reporting adoption progress
- Strategies to remove or mitigate adoption obstacles
- Identifying technical, operational, and organizational barriers

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Cisco Customer Success Manager Sample Questions (Q35-Q40):

NEW QUESTION # 35
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.)

Answer: C,E

Explanation:
Customer A faces cultural and process barriers to adoption. The cultural barrier arises from the employees' long-standing familiarity with the personalized service, which may make them resistant to a self-serve model. The process barrier is related to the established procedures and routines around the old meeting booking system, which employees may find challenging to change


NEW QUESTION # 36
Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

Answer: D


NEW QUESTION # 37
Which element evaluates a customer outcome?

Answer: C


NEW QUESTION # 38
What is a lagging indicator of the customer achieving the value proposition?

Answer: B

Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.


NEW QUESTION # 39
Which activity should happen after successful customer value realization?

Answer: C


NEW QUESTION # 40
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