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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Customer Success Industry Knowledge	15%	- Customer lifecycle management - Customer Success trends and market dynamics - Value realization and business outcomes
Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Success Plan Creation	25%	- Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment
Barrier Management	25%	- Overcoming resistance and technical hurdles - Identifying adoption barriers - Developing barrier removal strategies
Customer Success Management	20%	- Usage data interpretation and analysis - Continuous value orchestration - Customer engagement and relationship building

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Cisco Customer Success Manager Sample Questions (Q52-Q57):

NEW QUESTION # 52
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

A. Twice yearly student and staff surveys with two QUESTIONs related to IT
B. Combination of tailored surveys and IT tools-based metrics
C. Implement staff Super Users to provide feedback
D. Measure the number of complaints raised by students

Answer: D

NEW QUESTION # 53
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. telemetry
B. health score
C. help desk data
D. training surveys
E. risk management

Answer: B,C

NEW QUESTION # 54
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

A. Offer upfront discounts and secure the business for as many years as possible.
B. Introduce new features that have been recently enabled within the product.
C. Determine if there has been a change in resourcing or stakeholders.
D. Sell additional training to the customer.
E. Review priorities from the Success Plan with customer leadership.

Answer: C,E

Explanation:
For customers facing stalled implementation, the Customer Success Manager should review the priorities outlined in the Success Plan with customer leadership and determine if there have been any changes in resourcing or stakeholders that may be affecting the implementation. References: The Cisco Customer Success Manager's approach to addressing stalled implementations includes ensuring alignment with the Success Plan and assessing any changes in the customer's organization that may impact the project.

NEW QUESTION # 55
Who confirms the use cases targeted in a Customer Success Plan?

A. Customer Success Manager
B. customer enterprise architect
C. primary customer stakeholder
D. account team sales lead

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 # 56
Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

A. Contact and collaborate with the individuals involved in the onboarding of product E.
B. Offer and encourage the opportunity for the customer to participate in a success story for product F.
C. Identify and document barriers that impact product C.
D. Design and propose a discount on product G.

Answer: C

Explanation:
The exhibit shows that Product C is facing critical issues in the 'Implement' stage, as indicated by the red box, and at-risk conditions in the 'Use' stage, as shown by the orange box. These indicators suggest that there are significant barriers preventing the successful implementation and use of Product C. Therefore, the first priority must be to identify and document these barriers to develop a plan to overcome them and ensure the product's success. References: Best practices in customer success management and product lifecycle management.

NEW QUESTION # 57
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