Cisco 820-605 Exam | Exam 820-605 Online - 820-605: Cisco Customer Success Manager

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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q27-Q32):

NEW QUESTION # 27
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. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
C. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

Answer: B

NEW QUESTION # 28
Refer to the exhibit.

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

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

Answer: D

NEW QUESTION # 29
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?

A.
B. Identify and document barriers that impact product C.
C. Design and propose a discount on product G.
D. Contact and collaborate with the individuals involved in the onboarding of product E.
E. Offer and encourage the opportunity for the customer to participate in a success story for product

Answer: B

NEW QUESTION # 30
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. customer's stakeholders and their business outcomes
B. initial user group identified and their use cases confirmed
C. additional features that will align with the business outcomes
D. service introduction to confirm that they know how to submit service issues at the go live
E. Quarterly Success Review build and delivery

Answer: A,D

NEW QUESTION # 31
Which perspectives are covered in a balanced scorecard?

A. customer, employee, partner, risk
B. competition, culture, financial. IT systems
C. business process, customer, financial, learning, growth
D. business outcomes, customer, employee, risk

Answer: C

Explanation:
A balanced scorecard covers perspectives on business process, customer, financial, and learning and growth to provide a comprehensive view of an organization's performance. References: The Balanced Scorecard framework, which is widely used in strategic management to evaluate the overall performance of an organization across multiple dimensions.

NEW QUESTION # 32
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