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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Topic 1: Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Topic 2: Renewals and Expansion Strategy	- Upsell and cross-sell strategies - Renewal planning and lifecycle extension
Topic 3: Tools and Operational Metrics	- Customer success tools and platforms - KPIs, reporting, and performance measurement
Topic 4: Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization
Topic 5: Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem
Topic 6: Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices

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Cisco Customer Success Manager Sample Questions (Q83-Q88):

NEW QUESTION # 83
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

A. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.
B. Engage the service delivery manager and request two days of free consultation for the customer.
C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.
D. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.

Answer: A

NEW QUESTION # 84
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

A. Solution Product Manager
B. Technical Engineer
C. Sales Engineer
D. Customer Success Specialist

Answer: B

NEW QUESTION # 85
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

A. Provide a detailed cost structure for the management team.
B. Provide break-fix support for technical problems experienced or observed by the customer.
C. Provide training content to address current and existing barriers.
D. Provide direct and in-depth technical expertise upon customer request.

Answer: C

NEW QUESTION # 86
Which of these is included in a success plan?

A. customer HR processes
B. confidential customer information
C. services cost
D. customer business outcomes

Answer: C,D

NEW QUESTION # 87
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

A. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
B. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
C. Engage the service delivery manager and request two days of free consultation for the customer
D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Answer: D

NEW QUESTION # 88
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