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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Renewals and Expansion	15%	- Driving customer loyalty and growth - Identifying expansion opportunities - Renewal strategies and processes
Topic 2: Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Topic 3: Success Plan Creation	25%	- Success planning and goal setting - Customer journey mapping - Stakeholder engagement and alignment
Topic 4: Customer Success Industry Knowledge	15%	- Customer lifecycle management - Customer Success trends and market dynamics - Value realization and business outcomes
Topic 5: Barrier Management	25%	- Developing barrier removal strategies - Identifying adoption barriers - Overcoming resistance and technical hurdles

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Cisco Customer Success Manager Sample Questions (Q115-Q120):

NEW QUESTION # 115
Which statement describes the difference between customer success and customer sales?

A. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.
B. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
C. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
D. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

Answer: B

NEW QUESTION # 116
What is a business adoption barrier?

A. lack of customer stakeholder
B. solution is not implemented
C. services are unpurchased
D. customer lacks technical knowledge

Answer: A

Explanation:
A business adoption barrier can be the lack of a customer stakeholder. This refers to the absence of an advocate within the customer's organization who supports the adoption of the solution and can drive internal change

NEW QUESTION # 117
Refer to the exhibit.

What is the problem with this RACI example?

A. Too many people are accountable for this task.
B. No one has multiple roles.
C. More stakeholders should be involved.
D. Every task should have four people consulted.

Answer: A

NEW QUESTION # 118
What are two barriers Of adoption in an organization? (Choose two )

A. hiring practices
B. lack of knowledge on solution
C. new product sales motion
D. implementation issues
E. organizational announcements

Answer: C,D

NEW QUESTION # 119
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

A. corporate culture
B. operational
C. business
D. technical

Answer: D

Explanation:
When end-users have difficulties understanding the features and functionalities of the new solution, it is considered a technical barrier. This type of barrier relates to the complexity or usability of the solution itself, which can hinder users' ability to effectively engage with it

NEW QUESTION # 120
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