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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization
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
Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies
Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices

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Cisco Customer Success Manager Sample Questions (Q69-Q74):

NEW QUESTION # 69
DRAG DROP
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Select and Place:

Answer:

Explanation:

NEW QUESTION # 70
What is a leading indicator of adoption in the healthscore?

A. renewal
B. integrated account plan
C. product sales
D. product quality

Answer: D

Explanation:
A leading indicator of adoption in the health score is product quality. High-quality products are more likely to be adopted by users, which is reflected in the health score. References: Adoption metrics and health scores often include product quality as a key factor influencing customer satisfaction and adoption rates.

NEW QUESTION # 71
What is a purpose of a customer stakeholder map?

A. to create a communication plan
B. to establish a training plan
C. to identify the critical elements of customer culture
D. to build a product roadmap

Answer: A

Explanation:
The purpose of a customer stakeholder map is to create a communication plan that outlines how to engage with various stakeholders. It helps in understanding their influence, interests, and the dynamics between them, which is essential for effective communication and relationship management8.

NEW QUESTION # 72
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. Observe the online image of the customer
B. Review and update the success plan for ongoing activities
C. No action is necessary as long as the health index is green
D. Manage the service issues and escalations
E. Join the sales and marketing strategy meetings

Answer: B,C

NEW QUESTION # 73
What is the main objective of customer success?

A. known and unknown features of our product and solutions
B. customer's reduction of risk
C. customer's return on investment
D. outcomes customers are trying to achieve

Answer: D

NEW QUESTION # 74
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