820-605 100% Correct Answers | 820-605 Exam Papers

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

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

NEW QUESTION # 115
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Examine solution pricing with the Renewals Manager.
B. Review the original business case and reassess desired outcomes with the new leadership team.
C. Schedule Quarterly Business Review with the new leadership team.
D. Evaluate the customer's expertise in managing the purchased solution.
E. Create a new Health Index dashboard with the Sales team.

Answer: B,C

NEW QUESTION # 116
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

A. people
B. tools
C. platform
D. application
E. process

Answer: C,D

NEW QUESTION # 117
Which two elements are used to track and measure as key performance indicators? (Choose two.)

A. scoping
B. leading
C. strategizing
D. learning
E. lagging

Answer: B,E

NEW QUESTION # 118
Throughout the customer life-cycle, 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 )

A. continuing results based on unexpected value
B. green health scores over intermittent time periods
C. results that are not measurable
D. moments of success when the customer acknowledges progress
E. successful contract renewal

Answer: A,B

NEW QUESTION # 119
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. data
B. operational
C. technical
D. business

Answer: D

Explanation:
The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.

NEW QUESTION # 120
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