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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which definition of customer success is true?

A. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
C. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
D. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

Answer: B

NEW QUESTION # 14
In which lifecycle stage would a lack of skilled resources be identified as a barrier?

A. sales proof of concept
B. late-stage adoption
C. solution renewal
D. early-stage adoption

Answer: D

NEW QUESTION # 15
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:

NEW QUESTION # 16
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

A. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
B. Conduct a discovery session to uncover their additional pain points.
C. Provide additional training on the current use case to drive adoption.
D. Present case studies that outline the benefits they achieved and highlight compelling metrics.
E. Recognize tools that compete with the expansion opportunity and offer discounts to switch.

Answer: A,B

Explanation:
To gain commitment for additional use cases, it is effective to identify target outcomes that address known challenges and demonstrate how new use cases can help achieve them. Additionally, conducting a discovery session to uncover additional pain points can reveal opportunities for further use cases

NEW QUESTION # 17
As a Customer Success Manager, what is the most important metric to uncover during onboarding?

A. cost
B. value
C. customer relationship
D. benefit

Answer: B

Explanation:
During onboarding, the most important metric for a Customer Success Manager to uncover is the value that the customer expects to derive from the solution. References: Onboarding best practices that emphasize the importance of understanding and delivering value to the customer.

NEW QUESTION # 18
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