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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

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

Answer: A,B

NEW QUESTION # 78
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the Customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. Quarterly Success Review build and delivery
B. service introduction to confirm that they know how to submit service issues at the go live
C. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
D. additional features that will align with the business outcomes

Answer: A

NEW QUESTION # 79
Which definition of customer success is true?

A. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
B. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
D. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

Answer: A

Explanation:
Explanation/Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

NEW QUESTION # 80
What are two examples of leveraging data to identify a customer barrier? (choose two)

A. evaluating feedback from the customer operations team
B. providing training recommendations
C. reviewing installed base details
D. consulting the health index
E. noting change in customer executive team

Answer: A,D

NEW QUESTION # 81
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

A. Customer Success Specialist
B. Account Manager
C. Customer Success Manager
D. Delivery Team

Answer: C

Explanation:
The role within a Customer Success organization that acts as a single contact point for a customer across multiple technologies is the Customer Success Manager. They are responsible for overseeing the customer's journey with the company's products and ensuring they achieve their desired outcomes.

NEW QUESTION # 82
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