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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Renewals and Expansion Strategy	- Upsell and cross-sell strategies - Renewal planning and lifecycle extension
Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization
Tools and Operational Metrics	- Customer success tools and platforms - KPIs, reporting, and performance measurement
Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices
Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem

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Cisco Customer Success Manager Sample Questions (Q74-Q79):

NEW QUESTION # 74
Which activity reduces the risk of churn?

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

Answer: C

Explanation:
Expanding the customer footprint involves increasing the adoption of services or products within the existing customer base. This can lead to a deeper integration of the supplier's offerings into the customer's operations, making the customer more reliant on these services and less likely to churn..

NEW QUESTION # 75
What is a goal of the Quarterly Success Review?

A. alignment of priorities and outcomes while celebrating accomplishments
B. product expansion to demonstrate customer loyalty
C. identification of new areas of growth and sales
D. negotiation of discount levels associated with solution expansion

Answer: A

Explanation:
The goal of the Quarterly Success Review is the alignment of priorities and outcomes while celebrating accomplishments. This regular review is a strategic meeting that allows both the customer and the organization to ensure that they are aligned in terms of business priorities and desired outcomes. It's also an opportunity to recognize and celebrate the successes and milestones achieved, which can be motivating and reinforce the value of the investment in the solutions provided.
References:
*Cisco's official page on Customer Success Manager certification2.
*Skilljar blog on scaling Customer Success with Quarterly Business Reviews3.

NEW QUESTION # 76
Which two activities support Customer Success planning? (Choose two.)

A. service ticket tracking
B. KPI tracking
C. adoption barrier identification
D. service delivery program management
E. quality control

Answer: B,C

NEW QUESTION # 77
Refer to the exhibit.

The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?

A. The customers usage has seen a recent decline and the chance of them churning will be higher.
B. The customer has a high probability to renew and will include an expanded opportunity.
C. The customer has increased usage, which shows a strong indicator of renewal.
D. The customer's usage is too low to correctly measure the chance of their retention.

Answer: D

NEW QUESTION # 78
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

A. cost efficiency
B. business growth
C. risk management
D. credibility
E. sustainability

Answer: B,E

Explanation:
Explanation/Reference:

NEW QUESTION # 79
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