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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q90-Q95):

NEW QUESTION # 90
Which two actions should be taken when a customer's usage is in decline? (Choose two.)

A. Assess the capabilities of the solution against the customer's desired outcomes.
B. Show the customer how the current solution compares to the offers from a competitor.
C. Identify changes in the customer's business processes.
D. Tell the customer a new solution will soon be available.
E. Review the implementation plan with key customer leadership.

Answer: A,E

Explanation:
When a customer's usage is in decline, it is important to assess whether the solution still aligns with their desired outcomes and to review the implementation plan to ensure it is being executed effectively. This approach helps identify any gaps between the solution's capabilities and the customer's needs, as well as any issues in the implementation process that may be causing the decline in usage. References: Cisco Customer Success Manager documentation emphasizes the importance of aligning solutions with customer outcomes and regularly reviewing implementation plans to ensure success.

NEW QUESTION # 91
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, 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. tools
B. process
C. application
D. platform
E. people

Answer: B,E

NEW QUESTION # 92
How should a Customer Success Manager resolve a customer's skill gap for a new product?

A. Create a blog post to publish on the company's engineering community website
B. Deliver skills required by role with associated training for the product
C. Allow the customer time to initiate action to address skill gaps on their terms
D. Email a technical material link to customer stakeholders

Answer: B

Explanation:
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.

NEW QUESTION # 93
Which two actions are critical when communicating with executives? (Choose two.)

A. Focus on technical details
B. Target executive priorities
C. Incorporate the sales team's plan
D. Keep services as a primary topic
E. Focus on the value achieved

Answer: B,E

Explanation:
When communicating with executives, it's critical to focus on the value achieved by the solution and how it aligns with executive priorities. Executives are interested in how the solution contributes to the company's strategic goals and overall success. References: Executive communication guidelines that prioritize value demonstration and alignment with leadership objectives.

NEW QUESTION # 94
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

A. Provide training content to address current and existing barriers.
B. Provide direct and in-depth technical expertise upon customer request.
C. Provide break-fix support for technical problems experienced or observed by the customer.
D. Provide a detailed cost structure for the management team.

Answer: B

NEW QUESTION # 95
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