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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q18-Q23):

NEW QUESTION # 18
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. negotiation of discount levels associated with solution expansion
D. identification of new areas of growth and sales

Answer: A

Explanation:
The goal of the Quarterly Success Review is to align priorities and outcomes while celebrating accomplishments. This review serves as a strategic session that ensures both the customer and the organization are on the same page regarding business objectives and the progress towards achieving them. It's also an opportunity to acknowledge and celebrate the milestones and successes along the way, reinforcing the partnership and the value derived from the services or products provided.
References:
Cisco's official page on Customer Success Manager certification2.
*Skilljar blog on scaling Customer Success with Quarterly Business Reviews3.

NEW QUESTION # 19
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

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

Answer: B

Explanation:
To improve the health index of Company A, the Customer Success Manager should focus on the areas where the scores are low. Given that Company A has a low Utilization Score, providing recommendations for training could help increase product usage. Additionally, suggesting new features that align with the company' s needs, based on data analysis, could enhance the perceived value of the product and improve the Health Index. References: Cisco Customer Success Manager documentation and best practices recommend focusing on training and feature adoption as key strategies for improving customer health scores and overall satisfaction.

NEW QUESTION # 20
Refer to the exhibit. Which initial action does a Customer Success Manager take?

A. Share the report with the customer point of contact for license types B and D and determine causes
B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
C. Provide trending information on license types B and D and share with all stakeholders
D. Run analysis on all the license types used by the customer on all platforms

Answer: A

NEW QUESTION # 21
Which of these is included in a success plan?

A. customer HR processes
B. services cost
C. confidential customer information
D. customer business outcomes

Answer: B,D

NEW QUESTION # 22
Which expense is an operating expense (OPEX)?

A. software
B. payroll
C. computer equipment
D. office improvements

Answer: A

NEW QUESTION # 23
......

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