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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Success Plan Creation	25%	- Stakeholder engagement and alignment - Success planning and goal setting - Customer journey mapping
Topic 2: Renewals and Expansion	15%	- Renewal strategies and processes - Driving customer loyalty and growth - Identifying expansion opportunities
Topic 3: Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Topic 4: Barrier Management	25%	- Overcoming resistance and technical hurdles - Developing barrier removal strategies - Identifying adoption barriers
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 (Q171-Q176):

NEW QUESTION # 171
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

A. Review priorities from the Success Plan with customer leadership.
B. Introduce new features that have been recently enabled within the product.
C. Sell additional training to the customer.
D. Determine if there has been a change in resourcing or stakeholders.
E. Offer upfront discounts and secure the business for as many years as possible.

Answer: A,D

Explanation:
For customers facing stalled implementation, the Customer Success Manager should review the priorities outlined in the Success Plan with customer leadership and determine if there have been any changes in resourcing or stakeholders that may be affecting the implementation. References: The Cisco Customer Success Manager's approach to addressing stalled implementations includes ensuring alignment with the Success Plan and assessing any changes in the customer's organization that may impact the project.

NEW QUESTION # 172
What is a type of expansion opportunity?

A. positive customer sentiment
B. using latest release versions
C. strong stakeholder communication
D. additional user groups

Answer: D

NEW QUESTION # 173
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

A. Speak the internal contacts to understand the customer's priorities and sentiment.
B. Perform a deep analysis of all the sales orders to the past 24 months.
C. Engage with the account team to understand the expansion opportunities.
D. Document customer's current technical escalations.

Answer: A

Explanation:
To prepare for a customer introduction meeting, it is essential to understand the customer's current situation, including their priorities and sentiment towards the engagement. This can be achieved by speaking with internal contacts who have interacted with the customer, as they can provide firsthand insights into the customer's expectations and experiences. References: Customer Success best practices suggest that understanding the customer's perspective is crucial for effective engagement and aligning the success plan with their business objectives.

NEW QUESTION # 174
What is Quarterly Success Review?

A. gap analysis that focuses on the state of the customer's current architecture.
B. new success plan that focuses on the upcoming goals for the customer.
C. a conversation that outlines key initiatives that are agreed upon in the success plan.
D. technical analysis that outlines the implementation plan and adoption barriers.

Answer: A

NEW QUESTION # 175
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. product use case that will achieve the desired outcome
B. KPI that will be improved by the new product solution
C. current existing products that are being displaced by the solution
D. current configuration guide of the product solution

Answer: A

Explanation:
The Customer Success Manager should focus on the product use case that will achieve the desired outcome. This involves understanding how the software solution can be applied to enable the customer's specific business goals and providing guidance on how to leverage the product to meet those objectives Reference: https://sixteenventures.com/improve-adoption

NEW QUESTION # 176
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