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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success - Cisco customer success methodology
Renewal and Expansion Opportunities	15%	- Identifying expansion and cross-sell/upsell opportunities - Building long-term customer loyalty and advocacy - Driving successful renewals and contract extensions
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
Customer Lifecycle Management and Value Realization	20%	- Health score assessment and risk management - Usage data analysis and insight generation - Demonstrating value and ROI to customers - Engagement models and touchpoints across the lifecycle
Adoption Barrier Identification and Management	25%	- Strategies to remove or mitigate adoption obstacles - Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks - Identifying technical, operational, and organizational barriers

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Cisco Customer Success Manager Sample Questions (Q132-Q137):

NEW QUESTION # 132
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )

A. cost efficiency
B. business growth
C. credibility
D. risk management
E. sustainability

Answer: B,C

NEW QUESTION # 133
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

A. technical support cases in flight and support options
B. stakeholder mapping and planned training sessions
C. upcoming contract renewal and expansion opportunities
D. the success plan, the agreed priorities, and the planned outcomes

Answer: D

NEW QUESTION # 134
Refer to the exhibit.

What is the problem with this RACI example?

A. Too many people are accountable for this task.
B. Every task should have four people consulted.
C. More stakeholders should be involved.
D. No one has multiple roles.

Answer: A

Explanation:
In a RACI chart, which stands for Responsible, Accountable, Consulted, and Informed, the best practice is to have only one person accountable for each task to ensure clear ownership and avoid confusion. The image shows that three different stakeholders (Stakeholders 2, 4, and 6) are marked as accountable ('A') for Project Task 1, which is not recommended as it can lead to accountability issues and dilute the clarity of who is ultimately answerable for the task's completion. References: Best practices in project management and RACI chart guidelines.

NEW QUESTION # 135
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
B. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
C. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
D. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

Answer: A

NEW QUESTION # 136
Which definition of customer success is true?

A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

Answer: D

Explanation:
The true definition of customer success is A, which states that it is the business methodology of ensuring customers achieve their expected and unexpected outcomes while using your product or service. This encompasses the holistic approach of customer success to ensure customers find value in the product or service, beyond just the anticipated results

NEW QUESTION # 137
......

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