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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Success Plan Creation and Development	25%	- Building comprehensive success plans - Aligning solutions with customer goals - Customer discovery and requirement analysis - Defining measurable business outcomes and success criteria
Customer Lifecycle Management and Value Realization	20%	- Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers - Usage data analysis and insight generation - Health score assessment and risk management
Adoption Barrier Identification and Management	25%	- Implementing adoption acceleration frameworks - Identifying technical, operational, and organizational barriers - Monitoring and reporting adoption progress - Strategies to remove or mitigate adoption obstacles
Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities
Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Cisco customer success methodology - Core concepts and value of customer success

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Cisco Customer Success Manager Sample Questions (Q75-Q80):

NEW QUESTION # 75
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: D

NEW QUESTION # 76
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
B. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: B

Explanation:
The correct answer is C, which highlights the shift towards subscription models in IT and the role of the Customer Success Manager (CSM) in ensuring customers achieve their business outcomes and realize value from their subscriptions. This trend is a key driver for companies to invest in Customer Success practices and roles, as the ongoing satisfaction and perceived value are critical in a subscription economy where customers have the flexibility to cancel services that do not meet their expectations

NEW QUESTION # 77
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which adoption barrier will the customer encounter?

A. cost barrier
B. cultural barrier
C. product barrier
D. technical barrier

Answer: D

NEW QUESTION # 78
What are two examples of expand opportunities? (Choose two.)

A. adding headcount to manage solution by the customer
B. increasing license count
C. hosting an executive review
D. training on existing features
E. providing solution optimization services

Answer: B,E

Explanation:
Examples of expand opportunities include providing solution optimization services to enhance the customer's use of the product and increasing the license count to accommodate more users or additional functionalities.

NEW QUESTION # 79
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
B. Run analysis on all the license types used by the customer on all platforms
C. Provide trending information on license types B and D and share with all stakeholders
D. Share the report with the customer point of contact for license types B and D and determine causes

Answer: D

Explanation:
The initial action a Customer Success Manager should take is to share the report with the customer point of contact for license types B and D to determine the causes of the usage trends. The bar graph indicates a decline in the use of these license types, which could suggest issues with adoption or satisfaction.
Understanding the reasons behind these trends is crucial for addressing any potential problems and improving customer success.

NEW QUESTION # 80
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