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Cisco CSM certification is intended for individuals who are involved in customer success management, such as customer success managers, customer experience managers, account managers, and sales professionals. Cisco Customer Success Manager certification provides candidates with the knowledge and skills necessary to build strong customer relationships, drive customer adoption and loyalty, and help customers achieve their business goals.

Cisco 820-605 Exam Topics:

Section	Weight	Objectives
Expand Opportunities and Renewal	15%	- Describe types of expand opportunities Additional features New use cases Additional User groups New solutions Change management services - Identify potential expansion opportunities across the customer lifecycle from a customer success plan - Create an adoption campaign to identify expand opportunities - Update customer success plan with expand opportunities - Explain the elements of a renewal risk analysis - Create mitigation plans that address risk factors
Customer Success Management	20%	- Explain the elements of customer onboarding Deployment planning Priority success focus Timeline to value Feature matrix utilization - Explain the purpose of essential customer management activities Customer and industry observations Customer conversations and interactions Account data and scoreboard review Capturing moments of success Success Plan review - Explain communication needs of stakeholders Customer Executive Account Manager Customer User Services Business Unit - Describe the Quarterly Success Review process - Identify outcomes from a Quarterly Success Review - Identify opportunities for customers to act as advocates
Customer Success Industry	15%	- Explain the key drivers creating the need for Customer Success - Define customer success (expected and unexpected value) - Explain the customer lifecycle journey - Compare customer success, customer support and sales - Explain the value proposition for customer success Vendor Customer - Explain different IT purchasing and consumption models Software licensing Service subscriptions Enterprise agreements CapEx vs OpEx - Identify the key metrics for customer success Leading indicators Lagging indicators - Explain the financial implication of the following metrics Churn Expand Renewal (MRR, ATR, LTV, ACV) - Describe customer engagement models based on customer segmentation High touch Virtual touch Digital touch - Describe the objectives of the Customer Success Manager
Barrier Management	25%	- Identify types of customer barriers Business Operational Technical Corporate Culture - Describe sources used to identify customer barriers Tools (telemetry, consumption data) Process People - Identify customer barriers Observation Conversation Data - Identify actions that impact time to value for common customer barriers Stalled or prolonged implementation Loss of a project sponsor Lack of product features Product quality or performance issues Product is not the right fit for the customer

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Free PDF Quiz Cisco - 820-605 - Cisco Customer Success Manager Authoritative Test Score Report

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Cisco 820-605 exam covers a wide range of topics, including customer success principles, customer data analysis, customer relationship management tools, and customer success metrics. 820-605 exam also assesses the candidate's ability to manage customer escalations and provide solutions to customer challenges. Successful completion of 820-605 Exam demonstrates that the candidate has the skills and knowledge required to be an effective customer success manager, which is a valuable asset in the tech industry.

Cisco Customer Success Manager Sample Questions (Q60-Q65):

NEW QUESTION # 60
In which stage does the Customer Success Manager initially validate stakeholders?

A. deployment
B. utilization
C. onboarding
D. purchase

Answer: C

Explanation:
The Customer Success Manager initially validates stakeholders during the onboarding stage34. This is a critical phase where the CSM establishes relationships with key stakeholders, understands their expectations, and begins to align the product's capabilities with the customer's business objectives.

NEW QUESTION # 61
Which two actions are in adoption campaign? (Choose two.)

A. messaging to users on best practice approaches to their solution
B. survey sent to all end users
C. messaging to stakeholders on the new features of their solution
D. renewal reminder to stakeholders
E. messaging to stakeholders on new product releases

Answer: A,C

NEW QUESTION # 62
What is a lagging indicator of the customer achieving the value proposition?

A. product deployment
B. contract renewal
C. movement to evaluate stage
D. decrease in the number of problem reports

Answer: B

NEW QUESTION # 63
Refer to the exhibit. What is the problem with this RACI example?

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

Answer: C

NEW QUESTION # 64
Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer's usage has seen a recent decline and the chance of them churning will be higher
B. The customer's usage is too low to correctly measure the chance of their retention
C. The customer has a high probability to renew and will include an expanded opportunity
D. The customer has increased usage, which shows a strong indicator of renewal

Answer: A

NEW QUESTION # 65
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