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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies
Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
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
Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices
Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms

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Cisco Customer Success Manager Sample Questions (Q145-Q150):

NEW QUESTION # 145
What is the best reason for documenting your customer's success?

A. To document roles and responsibilities for your project management
B. To provide awareness of the value achieved by the customer's purchased solution
C. To provide expansion opportunities for your sales team
D. To establish KPI's that measure the success of your company's business

Answer: B

Explanation:
The best reason for documenting your customer's success is to provide awareness of the value achieved by the customer's purchased solution. This documentation helps demonstrate the impact of the solution on the customer's business.

NEW QUESTION # 146
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. financial gap
B. organizational gap
C. consumption gap
D. capability gap

Answer: C

Explanation:
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.

NEW QUESTION # 147
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.

Answer:

Explanation:

NEW QUESTION # 148
Refer to the exhibit.

Which action must be taken by Customer Success Manager ?

A. Develop a customer testimonial.
B. Review the financial index.
C. Recommend expansion opportunities.
D. Identify the adoption barriers.

Answer: D

NEW QUESTION # 149
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. purchase policy process
B. business misalignment
C. lack of common features
D. lack of communication
E. limited telemetry

Answer: D,E

NEW QUESTION # 150
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