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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Customer Success Industry and Framework15%- Cisco customer success methodology
- Core concepts and value of customer success
- Roles and responsibilities of a Customer Success Manager
Topic 2: Success Plan Creation and Development25%- Aligning solutions with customer goals
- Building comprehensive success plans
- Customer discovery and requirement analysis
- Defining measurable business outcomes and success criteria
Topic 3: Adoption Barrier Identification and Management25%- Monitoring and reporting adoption progress
- Identifying technical, operational, and organizational barriers
- Implementing adoption acceleration frameworks
- Strategies to remove or mitigate adoption obstacles
Topic 4: Renewal and Expansion Opportunities15%- Driving successful renewals and contract extensions
- Building long-term customer loyalty and advocacy
- Identifying expansion and cross-sell/upsell opportunities
Topic 5: Customer Lifecycle Management and Value Realization20%- Engagement models and touchpoints across the lifecycle
- Usage data analysis and insight generation
- Health score assessment and risk management
- Demonstrating value and ROI to customers

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Cisco Customer Success Manager Sample Questions (Q97-Q102):

NEW QUESTION # 97
Which perspectives are covered in a balanced scorecard?

Answer: B


NEW QUESTION # 98
Which two elements are used to track and measure as key performance indicators? (Choose two.)

Answer: B,D


NEW QUESTION # 99
Which two actions are critical when communicating with executives? (Choose two).

Answer: D,E


NEW QUESTION # 100
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)

Answer: B,D


NEW QUESTION # 101
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)

Answer: A,C


NEW QUESTION # 102
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