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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Success Plan Creation and Development	25%	- Aligning solutions with customer goals - Defining measurable business outcomes and success criteria - Customer discovery and requirement analysis - Building comprehensive success plans
Topic 2: Customer Lifecycle Management and Value Realization	20%	- Demonstrating value and ROI to customers - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management
Topic 3: Renewal and Expansion Opportunities	15%	- Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy
Topic 4: Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks - Identifying technical, operational, and organizational barriers - Strategies to remove or mitigate adoption obstacles
Topic 5: Customer Success Industry and Framework	15%	- Core concepts and value of customer success - Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager

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Cisco Customer Success Manager Sample Questions (Q81-Q86):

NEW QUESTION # 81
What is the best method to measure customer consumption of technology?

A. telemetry and analytics
B. recurring revenue management
C. content management
D. enterprise CRM and incident management

Answer: A

Explanation:
Explanation

NEW QUESTION # 82
What are two operational barriers to adoption in an organization? (Choose two.) lack of skills

A. new product sales motion
B. Insufficient understanding of benefits
C. organizational announcements
D. hiring practices

Answer: A,B

NEW QUESTION # 83
Which sources should be used to uncover customer barriers?

A. conservation, data, health score
B. intuition, observation, data
C. data, health score, intuition
D. observation, conversation, data

Answer: D

NEW QUESTION # 84
Refer to the exhibit.

What is the concern for a Customer Success Manager within this task of the RACI matrix?

A. Lack of sufficient expertise with minimal consulting stakeholders engaged.
B. Too many people are responsible, which leaves no clear leader.
C. Running the risk of under communicating with too few stakeholders involved.
D. It is difficult to get a consensus or agreement with the number of roles accountable.

Answer: B

Explanation:
The concern for a Customer Success Manager within this task of the RACI matrix is that having too many people responsible can lead to confusion and a lack of clear leadership. In a RACI matrix, it is best practice to have only one person accountable for a task to ensure clear ownership and accountability. Multiple people marked as accountable could result in a diffusion of responsibility and inefficiency. References: The RACI matrix is a tool used to clarify roles and responsibilities in project management. It is important to have clear, singular accountability for each task to ensure effective execution and decision-making.

NEW QUESTION # 85
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. current existing products that are being displaced by the solution
B. product use case that will achieve the desired outcome
C. current configuration guide of the product solution
D. KPI that will be improved by the new product solution

Answer: B

Explanation:
The Customer Success Manager should focus on the product use case that will achieve the desired outcome. This involves understanding how the software solution can be applied to enable the customer's specific business goals and providing guidance on how to leverage the product to meet those objectives Reference: https://sixteenventures.com/improve-adoption

NEW QUESTION # 86
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