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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q37-Q42):

NEW QUESTION # 37
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

A. risk management
B. cost efficiency
C. market growth
D. sustainability

Answer: D

NEW QUESTION # 38
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. inform the Sales Account Manager to position a new version of licenses types B and D with additional features.
B. Share the report with the customer point of contact for license types B and D 3nd determine causes.
C. Provide trending information on license types B and D and share with all stakeholders.
D. Run analysis on all the license types used by the customer on all platforms.

Answer: A

NEW QUESTION # 39
Which statement describes the difference between customer success and customer sales?

A. 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.
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 getting customers to utilize their solutions to get the value they intended.
Customer success is about expanding the customer's portfolio.
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

Explanation:
The difference between customer success and customer sales is accurately described in A. Customer sales focuses on selling solutions to meet business needs, while customer success is about ensuring that customers utilize those solutions to get the value they intended. This highlights the proactive role of customer success in driving value realization for the customer

NEW QUESTION # 40
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

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

Answer: A

Explanation:
The stakeholder responsible for ensuring that the customer realizes value from solutions coming up for renewal is the Customer Success Manager. Their role is to work closely with the customer to ensure they are achieving their desired outcomes with the solution and to address any concerns that may affect the renewal decision.

NEW QUESTION # 41
Which task drives advocacy with customer stakeholders?

A. creating a success story
B. creating a stakeholder map
C. creating technical documentation
D. creating a Customer Success Plan

Answer: A

NEW QUESTION # 42
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