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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
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%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Renewals and Expansion	15%	- Renewal strategies and processes - Driving customer loyalty and growth - Identifying expansion opportunities
Success Plan Creation	25%	- Stakeholder engagement and alignment - Customer journey mapping - Success planning and goal setting

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Cisco Customer Success Manager Sample Questions (Q95-Q100):

NEW QUESTION # 95
Which statement describes an end user adoption barrier?

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

Answer: A

NEW QUESTION # 96
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Schedule Quarterly Business Review with the new leadership team.
B. Examine solution pricing with the Renewals Manager.
C. Review the original business case and reassess desired outcomes with the new leadership team.
D. Create a new Health Index dashboard with the Sales team.
E. Evaluate the customer's expertise in managing the purchased solution.

Answer: C,E

NEW QUESTION # 97
What is a business adoption barrier?

A. lack of customer stakeholder
B. services are unpurchased
C. customer lacks technical knowledge
D. solution is not implemented

Answer: A

Explanation:
A business adoption barrier can be the lack of a customer stakeholder. This refers to the absence of an advocate within the customer's organization who supports the adoption of the solution and can drive internal change

NEW QUESTION # 98
Which two elements are used to track and measure as key performance indicators? (Choose two.)

A. lagging
B. scoping
C. strategizing
D. leading
E. learning

Answer: A,D

NEW QUESTION # 99
What is the main objective of customer success?

A. outcomes customers are trying to achieve
B. customer's reduction of risk
C. known and unknown features of our product and solutions
D. customer's return on investment

Answer: A

NEW QUESTION # 100
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