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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q86-Q91):

NEW QUESTION # 86
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. Combination of tailored surveys and IT tools-based metrics
B. Measure the number of complaints raised by students
C. Twice yearly student and staff surveys with two questions related to IT
D. Implement staff Super Users to provide feedback

Answer: B

Explanation:
Explanation
Explanation/Reference:

NEW QUESTION # 87
Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

A. customer sentiment
B. upgrading to the latest version of the software
C. quality of service performance data
D. increased hours of operation
E. speed to resolution of service requests

Answer: C,E

Explanation:
Components of Key Performance Indicators that contribute to customer value achievement includethe quality of service performance data, which reflects the reliability and effectiveness of the service, and the speed to resolution of service requests, which impacts customer satisfaction and trust in the service provider. Both are critical for demonstrating the value delivered to the customer. References: Best practices in customer success management emphasize the importance of service quality and efficient resolution of issues as key drivers of customer value and satisfaction.

NEW QUESTION # 88
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)

A. risk management
B. sustainability
C. credibility
D. cost efficiency
E. employee satisfaction

Answer: D,E

NEW QUESTION # 89
Refer to the exhibit.

What is the problem with this RACI example?

A. More stakeholders should be involved.
B. Every task should have four people consulted.
C. No one has multiple roles.
D. Too many people are accountable for this task.

Answer: D

NEW QUESTION # 90
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?

A. Running the risk of under communicating with too few stakeholders involved.
B. Too many people are responsible, which leaves no clear leader.
C. It is difficult to get a consensus or agreement with the number of roles accountable.
D. Lack of sufficient expertise with minimal consulting stakeholders engaged.

Answer: C

NEW QUESTION # 91
......

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