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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q20-Q25):

NEW QUESTION # 20
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. lack of communication
B. lack of common features
C. purchase policy process
D. business misalignment
E. limited telemetry

Answer: A,D

NEW QUESTION # 21
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

A. scheduling of Quarterly Success Review
B. confirmation of customer business outcomes
C. completion of customer training
D. agreement of key stakeholders
E. review of product roadmap

Answer: B,D

Explanation:
You can't schedule a QSR unless the customer is already on board with the CSM process and to do that you need stakeholder agreement.

NEW QUESTION # 22
What is the financial implication of churn?

A. reduced technology footprint
B. increased user licensing
C. reduced revenue
D. increased renewal value

Answer: C

NEW QUESTION # 23
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Evaluate the customer's expertise in managing the purchased solution.
B. Schedule Quarterly Business Review with the new leadership team.
C. Create a new Health Index dashboard with the Sales team.
D. Review the original business case and reassess desired outcomes with the new leadership team.
E. Examine solution pricing with the Renewals Manager.

Answer: B,D

Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.

NEW QUESTION # 24
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A. reduction in headcount or operational support costs
B. number of incidents reported or number of compliance issues
C. number of activities completed or increase in direct time
D. increase in new subscribers or increase in end users
E. customer and employee feedback

Answer: A,E

Explanation:
The key metrics that measure the outcome of driving employee efficiencies are C, the reduction in headcount or operational support costs, and D, customer and employee feedback. These metrics directly reflect the efficiency gains in the workforce and the perceived impact of the solutions on the employees' productivity

NEW QUESTION # 25
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