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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Topic 1: Customer Lifecycle Management	- Customer journey mapping - Onboarding and adoption phases
Topic 2: Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices
Topic 3: Adoption and Value Realization	- Measuring business outcomes and value realization - Driving product adoption
Topic 4: Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
Topic 5: Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem
Topic 6: Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies

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Cisco Customer Success Manager Sample Questions (Q163-Q168):

NEW QUESTION # 163
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. review of product roadmap
D. agreement of key stakeholders
E. completion of customer training

Answer: A,B

NEW QUESTION # 164
What are two examples of leveraging data to identify a customer barrier? (choose two)

A. evaluating feedback from the customer operations team
B. providing training recommendations
C. noting change in customer executive team
D. reviewing installed base details
E. consulting the health index

Answer: A,D

NEW QUESTION # 165
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Give the customer a discount on a future purchase.
B. Suggest that the customer replace their existing staff.
C. Re-enforce the time to value of the solution.
D. Provide the customer with a chargeable deployment service.

Answer: D

NEW QUESTION # 166
A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?

A. Identify workshops that could optimize performance.
B. Increase solution discount.
C. Explore additional use cases to achieve business outcomes.
D. Confirm all required items have been purchased.

Answer: C

Explanation:
An adoption campaign should focus on exploring additional use cases to achieve business outcomes. By identifying new ways the solution can be used, the campaign can highlight the versatility and added value of the product, leading to opportunities for expansion9.

NEW QUESTION # 167
What is the financial implication of churn?

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

Answer: A

Explanation:
The financial implication of churn is reduced revenue. When customers discontinue their subscriptions or stop purchasing products, the company's revenue decreases. References: Financial analyses related to customer churn highlight the direct impact on revenue, emphasizing the importance of retaining customers to maintain financial stability.

NEW QUESTION # 168
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