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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q46-Q51):

NEW QUESTION # 46
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. limited telemetry
B. purchase policy process
C. lack of common features
D. business misalignment
E. lack of communication

Answer: A,E

NEW QUESTION # 47
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

A. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
B. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
C. Perform a marketing campaign and share the roadmap of new products.
D. Provide recommendations for training or suggest new features based on data analysis.

Answer: D

NEW QUESTION # 48
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

A. Have the CSM define how value should be measured at the end of the contract period.
B. Have the CIO define a clear IT strategy and implement the suggestions immediately.
C. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
D. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

Answer: C

NEW QUESTION # 49
Which two results of a successful customer onboarding stage are the most important? (Choose two )

A. account relationships identified
B. organization chart discussed
C. desired business outcomes discussed
D. stakeholders identified
E. network diagrams discussed

Answer: B,C

NEW QUESTION # 50
Refer to the exhibit.

What does this health score indicate?

A. The customer needs to purchase more licenses.
B. The customer is unlikely to renew this license.
C. The customer needs to consume more of this product.
D. The customer is unlikely to advocate for this product.

Answer: B

Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize. Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

NEW QUESTION # 51
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