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Cisco 820-605 Exam Syllabus Topics:

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

>> Interactive 820-605 Questions <<

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Cisco Customer Success Manager Sample Questions (Q138-Q143):

NEW QUESTION # 138
Which activity reduces the risk of churn?

A. educating on product features
B. lowering the service level
C. expanding the customer footprint
D. providing a discount on renewal

Answer: A

NEW QUESTION # 139
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

A. scheduling of Quarterly Success Review
B. agreement of key stakeholders
C. review of product roadmap
D. confirmation of customer business outcomes
E. completion of customer training

Answer: B,D

Explanation:
You can't schedule a QSR unless the customer is already on board with the CSM process and to do that you need stakeholder agreement.

NEW QUESTION # 140
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign surveys all end users for product feedback.
B. The adoption campaign provides free trial licenses for feature upgrades.
C. The adoption campaign notifies customers of a critical bug.
D. The adoption campaign provides notifications of new feature releases.
E. The adoption campaign provides free user training.

Answer: A,E

NEW QUESTION # 141
Which statement describes an end user adoption barrier?

A. The budget is insufficient to implement the solution for a new branch of the business.
B. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

Answer: B

Explanation:
This statement describes an end user adoption barrier related to behavioral resistance. When staff members are accustomed to certain tools or workflows, they may resist transitioning to new solutions, especially if they perceive the new solution as less convenient or less effective than their established habits Reference: https://useriq.com/user-adoption-barriers/

NEW QUESTION # 142
Which two elements are used to track and measure as key performance indicators? (Choose two.)

A. learning
B. strategizing
C. scoping
D. leading
E. lagging

Answer: D,E

NEW QUESTION # 143
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