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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q94-Q99):

NEW QUESTION # 94
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. Observe the online image of the customer.
B. Manage the service issues and escalations.
C. Join the sales and marketing strategy meetings.
D. Review and update the success plan for ongoing activities.
E. No action is necessary as long as the health index is green.

Answer: C,E

NEW QUESTION # 95
Which definition of customer success is true?

A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
D. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

Answer: B

NEW QUESTION # 96
Refer to the exhibit.

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

A. Observe the net promoter scores and how likely the customer is to create a success story.
B. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
C. Provide recommendations for training and offer scripts for learning products.
D. Perform a marketing campaign and design a roadmap of new products.

Answer: C

Explanation:
To improve the health index of Company B, which has lower scores in Sentiment Score compared to its Health Index, the Customer Success Manager should focus on enhancing the customer's experience and satisfaction with the product. Providing training and learning resources can help improve product knowledge and proficiency, which can positively impact the sentiment score. References: The Cisco Customer Success Manager's role includes offering training and educational resources to improve customer satisfaction and product adoption, as indicated in the Cisco Customer Success Manager documentation.

NEW QUESTION # 97
Refer to the exhibit.

What does this health score indicate?

A. The customer is unlikely to renew this license.
B. The customer is unlikely to advocate for this product.
C. The customer needs to purchase more licenses.
D. The customer needs to consume more of this product.

Answer: A

Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

NEW QUESTION # 98
DRAG DROP
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Select and Place:

Answer:

Explanation:

NEW QUESTION # 99
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