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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Renewals and Expansion	15%	- Renewal strategies and processes - Identifying expansion opportunities - Driving customer loyalty and growth
Topic 2: Customer Success Industry Knowledge	15%	- Customer lifecycle management - Value realization and business outcomes - Customer Success trends and market dynamics
Topic 3: Success Plan Creation	25%	- Stakeholder engagement and alignment - Customer journey mapping - Success planning and goal setting
Topic 4: Barrier Management	25%	- Developing barrier removal strategies - Identifying adoption barriers - Overcoming resistance and technical hurdles
Topic 5: Customer Success Management	20%	- Usage data interpretation and analysis - Customer engagement and relationship building - Continuous value orchestration

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Cisco Customer Success Manager Sample Questions (Q17-Q22):

NEW QUESTION # 17
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. current configuration guide of the product solution
B. current existing products that are being displaced by the solution
C. KPI that will be improved by the new product solution
D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION # 18
What is a Quarterly Success Review?

A. conversation that outlines the key initiatives that are agreed upon in the success plan
B. gap analysis that focuses on the state of the customer's current architecture
C. new success plan that focuses on the upcoming goals for the customer
D. technical analysis that outlines the implementation plan and adoption barriers

Answer: A

NEW QUESTION # 19
You notice a decline over time in your customer's usage of your product.
Which action do you consider?

A. Show the customer a comparison of the solution versus the competition
B. Tell the customer a new solution will soon be available
C. Carefully tell the customer to get more people to use your product
D. Re-assess the customer's business process and outline the capability of the solution

Answer: D

NEW QUESTION # 20
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. Measure the number of complaints raised by students
B. Combination of tailored surveys and IT tools-based metrics
C. Twice yearly student and staff surveys with two questions related to IT
D. Implement staff Super Users to provide feedback

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 21
Which scenario is a business adoption barrier?

A. The customer has issues with configuration and compatibility.
B. The customer is unaware of the features of the solution.
C. The customer cannot measure value achieved.
D. The customer lacks technical expertise.

Answer: B

NEW QUESTION # 22
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