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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Barrier Management	25%	- Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies
Success Plan Creation	25%	- Success planning and goal setting - Stakeholder engagement and alignment - Customer journey mapping
Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
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 (Q58-Q63):

NEW QUESTION # 58
Refer to the exhibit. Which role is accountable for the Develop and validate Success Plan update activity?

A. Business Development Manager
B. Account Manager
C. Product Sales Specialist
D. Customer Success Manager

Answer: D

NEW QUESTION # 59
Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. purchase of a new solution
B. expansion of solution services
C. renewal of solution subscription
D. expansion of solution features
E. deployment of solution

Answer: B,D

NEW QUESTION # 60
Which Customer Success activity is critical from the supplier perspective?

A. identifying opportunities for sales expansion
B. driving full adoption of the company's technology across all supported solutions
C. listening carefully to the customer's feedback and taking actions so the company's solutions can be improved
D. ensuring the customer has a success plan and is achieving each milestone in a timely manner

Answer: B

Explanation:
Driving full adoption of the company's technology across all supported solutions ensures that customers are utilizing the product to its fullest extent, which is critical for demonstrating value and fostering long-term customer relationships.

NEW QUESTION # 61
Which two actions are critical when communicating with executives? (Choose two.)

A. Target executive priorities
B. Incorporate the sales team's plan
C. Focus on the value achieved
D. Keep services as a primary topic
E. Focus on technical details

Answer: A,C

NEW QUESTION # 62
Refer to the exhibit.

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

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

Answer: D

NEW QUESTION # 63
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