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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Renewal and Expansion Opportunities15%- Identifying expansion and cross-sell/upsell opportunities
- Driving successful renewals and contract extensions
- Building long-term customer loyalty and advocacy
Topic 2: Customer Lifecycle Management and Value Realization20%- 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
Topic 3: Adoption Barrier Identification and Management25%- Identifying technical, operational, and organizational barriers
- Strategies to remove or mitigate adoption obstacles
- Monitoring and reporting adoption progress
- Implementing adoption acceleration frameworks
Topic 4: Success Plan Creation and Development25%- Customer discovery and requirement analysis
- Defining measurable business outcomes and success criteria
- Aligning solutions with customer goals
- Building comprehensive success plans
Topic 5: Customer Success Industry and Framework15%- 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 (Q25-Q30):

NEW QUESTION # 25
Which statement describes an end user adoption barrier?

Answer: D


NEW QUESTION # 26
Which factor delays time to value?

Answer: B


NEW QUESTION # 27
From a Customer Success perspective, which reason to monitor your customer's health is the most important?

Answer: A


NEW QUESTION # 28
Which outcome is the best that a Customer Success Manager can achieve for a customer?

Answer: B


NEW QUESTION # 29
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

Answer: D

Explanation:
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.
Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap


NEW QUESTION # 30
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