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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Customer Success Industry Knowledge15%- Customer lifecycle management
- Customer Success trends and market dynamics
- Value realization and business outcomes
Renewals and Expansion15%- Identifying expansion opportunities
- Driving customer loyalty and growth
- Renewal strategies and processes
Customer Success Management20%- Continuous value orchestration
- Usage data interpretation and analysis
- Customer engagement and relationship building
Barrier Management25%- Overcoming resistance and technical hurdles
- Identifying adoption barriers
- Developing barrier removal strategies
Success Plan Creation25%- Customer journey mapping
- Success planning and goal setting
- Stakeholder engagement and alignment

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Cisco Customer Success Manager Sample Questions (Q53-Q58):

NEW QUESTION # 53
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

Answer: C

Explanation:
The responsible, accountable, consulted, informed (RACI) model can be used as an effective tool to manage the allocation of roles in a group/cross functional project to ensure efficient execution.
It also facilitates stakeholder management for project leads.


NEW QUESTION # 54
What are two barriers to adoption within an organization? (Choose two.)

Answer: D,E


NEW QUESTION # 55
Refer to the exhibit. Which action must be taken by Customer Success Manager?

Answer: A


NEW QUESTION # 56
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)

Answer: A,C


NEW QUESTION # 57
Which two outcomes are expansion opportunities within customer success? (Choose two.)

Answer: A,D


NEW QUESTION # 58
......

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