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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Renewals and Expansion15%- Driving customer loyalty and growth
- Renewal strategies and processes
- Identifying expansion opportunities
Success Plan Creation25%- Customer journey mapping
- Stakeholder engagement and alignment
- Success planning and goal setting
Barrier Management25%- Developing barrier removal strategies
- Overcoming resistance and technical hurdles
- Identifying adoption barriers
Customer Success Industry Knowledge15%- Customer Success trends and market dynamics
- Value realization and business outcomes
- Customer lifecycle management
Customer Success Management20%- Usage data interpretation and analysis
- Customer engagement and relationship building
- Continuous value orchestration

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Cisco Customer Success Manager Sample Questions (Q39-Q44):

NEW QUESTION # 39
What is a key driver that is creating the need for customer success?

Answer: A


NEW QUESTION # 40
What is a key driver that is creating the need for customer success?

Answer: B


NEW QUESTION # 41
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Answer: C,D

Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must address and resolve all technical issues that may be hindering adoption and review the original business case to reassess desired outcomes with the new leadership. These activities ensure that any obstacles to successful adoption are removed and that the new leadership's goals and expectations are aligned with the solution's capabilities


NEW QUESTION # 42
Who confirms the use cases targeted in a Customer Success Plan?

Answer: A

Explanation:
The Customer Success Manager is responsible for confirming the use cases targeted in a Customer Success Plan. They work closely with the customer to understand their needs and ensure that the plan aligns with the customer's goals and the capabilities of the solution1.


NEW QUESTION # 43
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)

Answer: C,D


NEW QUESTION # 44
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