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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q37-Q42):

NEW QUESTION # 37
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. support tickets reports and diagnostic information
B. questions to validate the interpreted analytical data
C. sales account plan
D. detailed contract inventory
E. customer annual report and quarterly business reviews

Answer: A,E

NEW QUESTION # 38
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

A. Customer Success Manager
B. Renewals Manager
C. Account Manager
D. Product Sales Specialist

Answer: A

NEW QUESTION # 39
Which statement describes the difference between customer success and customer sales?

A. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
B. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
C. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
D. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.

Answer: C

NEW QUESTION # 40
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?

A. Provide recommendations for training and offer scripts for learning products.
B. Perform a marketing campaign and design a roadmap of new products.
C. Observe the net promoter scores and how likely the customer is to create a success story.
D. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.

Answer: D

NEW QUESTION # 41
From a Customer Success perspective, which reason to monitor your customer's health is the most important?

A. It gives the customer valuable insight so they can automatically renew critical services on time.
B. It provides the opportunity to address any changes in the customer's experience or actions around the solution.
C. Understanding your customer's health directly enables renewals.
D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.

Answer: C

NEW QUESTION # 42
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