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Cisco 820-605 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Identify critical success factors to connect to business outcomes
  • Create mitigation plans that address risk factors
Topic 2
  • Validate the desired business outcome based on information obtained from key stakeholders
  • Explain the customer lifecycle journey
Topic 3
  • Update customer success plan with expand opportunities
  • Identify the product or solution purchased
Topic 4
  • Explain the elements of a renewal risk analysis
  • Explain the key drivers creating the need for Customer Success
Topic 5
  • Identify potential expansion opportunities across the customer life cycle from a customer success plan
  • Identify key stakeholder roles
Topic 6
  • Explain the purpose of essential customer management activities
  • Explain the elements of customer on boarding
Topic 7
  • Describe sources used to identify customer barriers
  • Explain the value proposition for customer success
Topic 8
  • Explain different IT purchasing and consumption models
  • Analyze a customer health score
  • Customer conversations and interactions
Topic 9
  • Account data and scoreboard review
  • Customer and industry observations
  • Feature matrix utilization
Topic 10
  • Create an adoption campaign to identify expand opportunities
  • Compare customer success, customer support and sales

Cisco 820-605 Certification Exam is designed for professionals who aspire to become customer success managers in the IT industry. 820-605 exam tests the candidate's knowledge and understanding of customer success methodologies, customer success metrics, and customer success technology. Successful candidates will have the skills necessary to help customers achieve their business objectives by leveraging technology solutions and services.

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Cisco Customer Success Manager Sample Questions (Q125-Q130):

NEW QUESTION # 125
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

Answer: C

Explanation:
The RACI tool is used by Customer Success Managers to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management. RACI stands for Responsible, Accountable, Consulted, and Informed, and it helps clarify roles and responsibilities within a project.


NEW QUESTION # 126
In which lifecycle stage would a lack of skilled resources be identified as a barrier?

Answer: A


NEW QUESTION # 127
What are two examples of leveraging data to identify a customer barrier? (Choose two.)

Answer: A,C


NEW QUESTION # 128
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Answer: D


NEW QUESTION # 129
What is a lagging indicator of the customer achieving the value proposition?

Answer: A

Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.


NEW QUESTION # 130
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