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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Customer Success Industry Knowledge	15%	- Value realization and business outcomes - Customer lifecycle management - Customer Success trends and market dynamics
Success Plan Creation	25%	- Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment
Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Customer Success Management	20%	- Usage data interpretation and analysis - Customer engagement and relationship building - Continuous value orchestration
Barrier Management	25%	- Identifying adoption barriers - Developing barrier removal strategies - Overcoming resistance and technical hurdles

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Cisco Customer Success Manager Sample Questions (Q58-Q63):

NEW QUESTION # 58
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face?(Choose two.)

A. technical barrier
B. cultural barrier
C. cost barrier
D. process barrier
E. product barrier

Answer: B,D

Explanation:
Customer A faces cultural and process barriers to adoption. The cultural barrier arises from the employees' long-standing familiarity with the personalized service, which may make them resistant to a self-serve model. The process barrier is related to the established procedures and routines around the old meeting booking system, which employees may find challenging to change

NEW QUESTION # 59
Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

A. Identify and document barriers that impact product C.
B. Contact and collaborate with the individuals involved in the onboarding of product E.
C. Design and propose a discount on product G.
D. Offer and encourage the opportunity for the customer to participate in a success story for product F.

Answer: A

NEW QUESTION # 60
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
D. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.

Answer: D

NEW QUESTION # 61
Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer's usage is too low to correctly measure the chance of their retention
B. The customer's usage has seen a recent decline and the chance of them churning will be higher
C. The customer has a high probability to renew and will include an expanded opportunity
D. The customer has increased usage, which shows a strong indicator of renewal

Answer: B

NEW QUESTION # 62
Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

A. increased hours of operation
B. customer sentiment
C. upgrading to the latest version of the software
D. quality of service performance data
E. speed to resolution of service requests

Answer: D,E

Explanation:
Components of Key Performance Indicators that contribute to customer value achievement includethe quality of service performance data, which reflects the reliability and effectiveness of the service, and the speed to resolution of service requests, which impacts customer satisfaction and trust in the service provider. Both are critical for demonstrating the value delivered to the customer. References: Best practices in customer success management emphasize the importance of service quality and efficient resolution of issues as key drivers of customer value and satisfaction.

NEW QUESTION # 63
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