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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Industry and Framework	15%	- Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success
Topic 2: Renewal and Expansion Opportunities	15%	- Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy
Topic 3: Customer Lifecycle Management and Value Realization	20%	- Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers - Usage data analysis and insight generation - Health score assessment and risk management
Topic 4: Adoption Barrier Identification and Management	25%	- Strategies to remove or mitigate adoption obstacles - Identifying technical, operational, and organizational barriers - Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks
Topic 5: Success Plan Creation and Development	25%	- Customer discovery and requirement analysis - Building comprehensive success plans - Defining measurable business outcomes and success criteria - Aligning solutions with customer goals

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Cisco Customer Success Manager Sample Questions (Q163-Q168):

NEW QUESTION # 163
What are two barriers Of adoption in an organization? (Choose two )

A. organizational announcements
B. lack of knowledge on solution
C. hiring practices
D. implementation issues
E. new product sales motion

Answer: D,E

NEW QUESTION # 164
At which lifecycle stage does the Customer Success Manager identify the solution purchased?

A. Implement
B. Onboard
C. Select
D. Purchase

Answer: D

Explanation:
The Customer Success Manager identifies the solution purchased during the Purchase stage of the lifecycle.
This is when the transaction is completed, and the details of the purchase are finalized, including the specific solutions that the customer has bought. References: The lifecycle stages of customer engagement typically include the Purchase stage as a key phase where the details of the transaction are recorded and acknowledged.

NEW QUESTION # 165
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. credibility
C. risk management
D. business growth
E. sustainability

Answer: D,E

Explanation:
Explanation/Reference:

NEW QUESTION # 166
What is the customer success objective of a Quarterly Success Review?

A. Evaluate renewal contract.
B. Align work effort to outcomes.
C. Create a success plan.
D. Introduce new products and services.

Answer: C

NEW QUESTION # 167
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
B. Contact the services team and request that they reach out to the customer to address the solution
C. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer: A

NEW QUESTION # 168
......

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