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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Renewal and Expansion Opportunities	15%	- Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions
Topic 2: 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
Topic 3: Customer Lifecycle Management and Value Realization	20%	- Usage data analysis and insight generation - Demonstrating value and ROI to customers - Health score assessment and risk management - Engagement models and touchpoints across the lifecycle
Topic 4: Success Plan Creation and Development	25%	- Customer discovery and requirement analysis - Aligning solutions with customer goals - Building comprehensive success plans - Defining measurable business outcomes and success criteria
Topic 5: Adoption Barrier Identification and Management	25%	- Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles - Monitoring and reporting adoption progress - Identifying technical, operational, and organizational barriers

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Cisco Customer Success Manager Sample Questions (Q93-Q98):

NEW QUESTION # 93
What is a lagging indicator of the customer achieving the value proposition?

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

Answer: C

Explanation:
Contract renewal is a lagging indicator of customer value realization because it typically occurs after the customer has experienced the full benefits of the product or service and decides to continue the relationship.

NEW QUESTION # 94
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

A. Modify the meeting agenda and call in a technical resource.
B. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
C. Request the customer to open a support case.
D. Answer the questions as best they can and plan an onsite follow-up training.

Answer: B

Explanation:
When a customer has technical questions at an onsite Quarterly Review meeting, the appropriate action for a Customer Success Manager (CSM) is to identify potential adoption challenges related to the technical questions and schedule a meeting to address these questions. This approach ensures that the customer's concerns are acknowledged and that a dedicated session is arranged to provide thorough answers and solutions. It also allows the CSM to prepare adequately and involve the necessary technical resources to address the customer's needs effectively.

NEW QUESTION # 95
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. financial gap
B. organizational gap
C. capability gap
D. consumption gap

Answer: D

Explanation:
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.

NEW QUESTION # 96
What is the desired outcome for a Customer Success Manager to achieve for a customer?

A. removing barriers so the customer achieves the fastest time to value possible from the purchased solution
B. providing the organization with a level of oversight of customer spending so the customer has budget visibility
C. maintaining software and hardware contracts so the customer maintains up-to-date versions of their products
D. facilitating the adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business

Answer: A

Explanation:
The desired outcome for a Customer Success Manager (CSM) to achieve for a customer is removing barriers so the customer achieves the fastest time to value possible from the purchased solution. This aligns with the CSM's role in ensuring that customers can quickly and effectively realize the value of their investment, which is critical in a subscription-based economy where ongoing customer satisfaction is essential for retention and continued revenue streams. The CSM's focus is on facilitating customer adoption and usage, identifying and overcoming adoption barriers, and helping customers achieve their business outcomes efficiently.
References:
*Cisco's official page on Customer Success Manager certification1.
*Cisco Learning Network's article on Cisco Customer Success Manager Specialist2.

NEW QUESTION # 97
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Answer:

Explanation:

NEW QUESTION # 98
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