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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q80-Q85):

NEW QUESTION # 80
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A. reduction in headcount or operational support costs
B. number of activities completed or increase in direct time
C. customer and employee feedback
D. number of incidents reported or number of compliance issues
E. increase in new subscribers or increase in end users

Answer: A,C

Explanation:
The key metrics that measure the outcome of driving employee efficiencies are C, the reduction in headcount or operational support costs, and D, customer and employee feedback. These metrics directly reflect the efficiency gains in the workforce and the perceived impact of the solutions on the employees' productivity

NEW QUESTION # 81
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

A. Offer the customer a discount because of their problems.
B. Ensure the escalation to technical specialists.
C. Establish a timeline of when a solution must be in place.
D. Request a meeting with customer executives.

Answer: C

NEW QUESTION # 82
What is a type of expansion opportunity?

A. additional user groups
B. using latest release versions
C. strong stakeholder communication
D. positive customer sentiment

Answer: A

Explanation:
A type of expansion opportunity is the addition of user groups. This can occur when a solution is adopted by new departments or teams within the customer's organization, leading to an increased number of users and potentially more licenses or services required.

NEW QUESTION # 83
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

A. Perform a marketing campaign and share the roadmap of new products.
B. Observe net promoter scores and how likely the customer is to recommend the products to someone else.
C. Provide recommendations for training or suggest new features based on data analysis.
D. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

Answer: C

Explanation:
To improve the health index of Company A, the Customer Success Manager should focus on the areas where the scores are low. Given that Company A has a low Utilization Score, providing recommendations for training could help increase product usage. Additionally,suggesting new features that align with the company's needs, based on data analysis, could enhance the perceived value of the product and improve the Health Index. References: Cisco Customer Success Manager documentation and best practices recommend focusing on training and feature adoption as key strategies for improving customer health scores and overall satisfaction.

NEW QUESTION # 84
What is a Quarterly Success Review?

A. technical analysis that outlines the implementation plan and adoption barriers
B. conversation that outlines the key initiatives that are agreed upon in the success plan
C. gap analysis that focuses on the state of the customer's current architecture
D. new success plan that focuses on the upcoming goals for the customer

Answer: B

Explanation:
A Quarterly Success Review is a conversation that outlines the key initiatives that are agreed upon in the success plan. It is an opportunity to review progress against the success plan and make any necessary adjustments.

NEW QUESTION # 85
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