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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q104-Q109):

NEW QUESTION # 104
Drag and drop three valid elements of a success plan from the left to the right Not all options are used.

Answer:

Explanation:


NEW QUESTION # 105
During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi
a. In which stage is the customer?

Answer: A


NEW QUESTION # 106
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

Answer: B

Explanation:
According to the Blackbelt training: Onboarding activities include delivering a customer kickoff to validate the expected outcomes of that purchase and beginning to build the Success Plan.


NEW QUESTION # 107
What are two examples of leveraging data to identify a customer barrier? (choose two)

Answer: D,E


NEW QUESTION # 108
What is a lagging indicator of the customer achieving the value proposition?

Answer: D

Explanation:
Contract renewal is a lagging indicator of customer value realization because it typically occurs after the customer has experienced the full benefits of the product or service and decides to continue the relationship.


NEW QUESTION # 109
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