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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Success Plan Creation and Development	25%	- Aligning solutions with customer goals - Customer discovery and requirement analysis - Defining measurable business outcomes and success criteria - Building comprehensive success plans
Customer Lifecycle Management and Value Realization	20%	- Health score assessment and risk management - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers
Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Cisco customer success methodology - Core concepts and value of customer success
Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Strategies to remove or mitigate adoption obstacles - Identifying technical, operational, and organizational barriers - Implementing adoption acceleration frameworks
Renewal and Expansion Opportunities	15%	- Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy

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Cisco Customer Success Manager Sample Questions (Q137-Q142):

NEW QUESTION # 137
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

A. Perform a marketing campaign and share the roadmap of new products.
B. Observe net promoter scores and how likely the customer is to recommend the products to someone else.
C. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
D. Provide recommendations for training or suggest new features based on data analysis.

Answer: D

Explanation:
To improve the health index of Company A, the Customer Success Manager should focus on the areas where the scores are low. Given that Company A has a low Utilization Score, providing recommendations for training could help increase product usage. Additionally,suggesting new features that align with the company's needs, based on data analysis, could enhance the perceived value of the product and improve the Health Index. References: Cisco Customer Success Manager documentation and best practices recommend focusing on training and feature adoption as key strategies for improving customer health scores and overall satisfaction.

NEW QUESTION # 138
Which expense is an operating expense (OPEX)?

A. payroll
B. software
C. computer equipment
D. office improvements

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 139
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customermeeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

A. platform
B. application
C. tools
D. process
E. people

Answer: C,D

Explanation:
The adoption barriers occurring here are related to process and tools. The process barrier may involve inadequate procedures or systems for tracking license usage. The tools barrier suggests that there may be a lack of appropriate software or mechanisms to monitor and verify how the licenses are being utilized67.

NEW QUESTION # 140
What is a lagging indicator of the customer achieving the value proposition?

A. movement to evaluate stage
B. product deployment
C. decrease in the number of problem reports
D. contract renewal

Answer: C

NEW QUESTION # 141
Which statement describes the difference between customer success and customer sales?

A. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
B. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
C. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
D. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.

Answer: C

NEW QUESTION # 142
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