Cisco Customer Success Manager Updated Study Material & 820-605 Online Test Simulator & Cisco Customer Success Manager Valid Exam Answers

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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%	- Identifying expansion opportunities - Driving customer loyalty and growth - Renewal strategies and processes
Topic 3: Customer Success Management	20%	- Usage data interpretation and analysis - Continuous value orchestration - Customer engagement and relationship building
Topic 4: Barrier Management	25%	- Overcoming resistance and technical hurdles - Identifying adoption barriers - Developing barrier removal strategies
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 (Q128-Q133):

NEW QUESTION # 128
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 has a high probability to renew and will include an expanded opportunity
B. The customer's usage is too low to correctly measure the chance of their retention
C. The customer has increased usage, which shows a strong indicator of renewal
D. The customer's usage has seen a recent decline and the chance of them churning will be higher

Answer: D

NEW QUESTION # 129
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

A. the success plan, the agreed priorities, and the planned outcomes
B. upcoming contract renewal and expansion opportunities
C. technical support cases in flight and support options
D. stakeholder mapping and planned training sessions

Answer: A

Explanation:
During a Quarterly Success Review, it is critical to cover the success plan, the agreed priorities, and the planned outcomes. These topics ensure that the review is focused on assessing progress towards achieving the desired outcomes as outlined in the success plan1.

NEW QUESTION # 130
What are two operational barriers to adoption in an organization? (Choose two.) lack of skills

A. organizational announcements
B. new product sales motion
C. hiring practices
D. Insufficient understanding of benefits

Answer: B,D

NEW QUESTION # 131
In which stage does the Customer Success Manager initially validate stakeholders?

A. deployment
B. utilization
C. onboarding
D. purchase

Answer: B

NEW QUESTION # 132
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

A. Request the customer to open a support case.
B. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
C. Answer the questions as best they can and plan an onsite follow-up training.
D. Modify the meeting agenda and call in a technical resource.

Answer: B

Explanation:
When a customer has technical questions at an onsite Quarterly Review meeting, the appropriate action for a Customer Success Manager (CSM) is to identify potential adoption challenges related to the technical questions and schedule a meeting to address these questions. This approach ensures that the customer's concerns are acknowledged and that a dedicated session is arranged to provide thorough answers and solutions. It also allows the CSM to prepare adequately and involve the necessary technical resources to address the customer's needs effectively.

NEW QUESTION # 133
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