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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Adoption and Value Realization	- Measuring business outcomes and value realization - Driving product adoption
Customer Health and Engagement	- Engagement strategies and retention practices - Customer health scoring and metrics
Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Renewals and Expansion Strategy	- Upsell and cross-sell strategies - Renewal planning and lifecycle extension
Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem
Tools and Operational Metrics	- Customer success tools and platforms - KPIs, reporting, and performance measurement

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Cisco Customer Success Manager Sample Questions (Q102-Q107):

NEW QUESTION # 102
What is an objective of the Customer Success Manager?

A. train customers to ensure they understand the full capabilities of the solution
B. make decisions on behalf of the customer to reduce time to value
C. solve customer problems to attain business outcomes
D. help customers recognize the self-service model

Answer: C

Explanation:
The objective of a Customer Success Manager is to solve customer problems to attain business outcomes. This involves understanding the customer's business goals and ensuring that the solutions provided are effectively addressing their needs.

NEW QUESTION # 103
What is the purpose of capturing moments of success with a customer?

A. validating deployment of the solution
B. expanding the purchased solution
C. recognizing the value of the engagement
D. renewing the contract and subscription

Answer: C

NEW QUESTION # 104
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:

NEW QUESTION # 105
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. 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.
B. 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.
C. 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.
D. 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.

Answer: A

NEW QUESTION # 106
Which definition of customer success is true?

A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

Answer: A

NEW QUESTION # 107
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