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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q172-Q177):

NEW QUESTION # 172
Which metric is used to determine how much should be spent to acquire a customer?

A. MRR
B. LTV
C. ATR
D. ACV

Answer: B

NEW QUESTION # 173
What is an objective of the Customer Success Manager?

A. train customers to ensure they understand the full capabilities of the solution
B. help customers recognize the self-service model
C. solve customer problems to attain business outcomes
D. make decisions on behalf of the customer to reduce time to value

Answer: C

NEW QUESTION # 174
Which two outcomes are expansion opportunities within customer success? (Choose two )

A. expansion of solution services
B. deployment of solution
C. expansion of solution features
D. renewal of solution subscription
E. purchase of a new solution

Answer: A,D

NEW QUESTION # 175
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. initial user group identified and their use cases confirmed
B. customer's stakeholders and their business outcomes
C. additional features that will align with the business outcomes
D. Quarterly Success Review build and delivery
E. service introduction to confirm that they know how to submit service issues at the go live

Answer: E

NEW QUESTION # 176
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Contact the services team and request that they reach out to the customer and address the solution
B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
C. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
D. Make the renewals manager aware that the one solution is not fully implemented

Answer: B

Explanation:
The Customer Success Manager should investigate why the customer has not fully enabled one of the solutions and work with the sales and renewals teams to address the issue. This proactive approach can help uncover any barriers to full adoption and ensure that the customer sees the full value of the solution before the renewal deadline

NEW QUESTION # 177
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