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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q85-Q90):

NEW QUESTION # 85
What is the financial implication of churn?

A. increased user licensing
B. increased renewal value
C. reduced technology footprint
D. reduced revenue

Answer: D

Explanation:
The financial implication of churn is reduced revenue. When customers discontinue their subscriptions or stop purchasing products, the company's revenue decreases. References: Financial analyses related to customer churn highlight the direct impact on revenue, emphasizing the importance of retaining customers to maintain financial stability.

NEW QUESTION # 86
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:

Answer:

Explanation:

NEW QUESTION # 87
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?

A. prescriptive
B. diagnostic
C. descriptive
D. predictive

Answer: B

NEW QUESTION # 88
Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

A. Account Manager
B. Business Development Manager
C. Customer Success Manager
D. Product Sales Specialist

Answer: C

NEW QUESTION # 89
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. Join the sales and marketing strategy meetings
B. Observe the online image of the customer
C. Manage the service issues and escalations
D. No action is necessary as long as the health index is green
E. Review and update the success plan for ongoing activities

Answer: C,E

NEW QUESTION # 90
......

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