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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Customer Lifecycle Management	- Customer journey mapping - Onboarding and adoption phases
Customer Health and Engagement	- Customer health scoring and metrics - Engagement strategies and retention practices
Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
Customer Success Foundations	- Role of Customer Success Manager in Cisco ecosystem - Customer Success principles and value outcomes
Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies
Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization

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Cisco Customer Success Manager Sample Questions (Q96-Q101):

NEW QUESTION # 96
What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value
B. help customers recognize the self-service model
C. train customers to ensure they understand the full capabilities of the solution
D. solve customer problems to attain business outcomes

Answer: D

Explanation:
The objective of a Customer Success Manager is to solve customer problems to attain business outcomes. This involves understanding the customer's business goals and ensuring that the solutions provided are effectively addressing their needs.

NEW QUESTION # 97
Which sources should be used to uncover customer barriers?

A. observation, conversation, data
B. intuition, observation, data
C. conversation, data, health score
D. data, health score, intuition

Answer: A

NEW QUESTION # 98
Which action should a Customer Success Manager take when the product utilization score is not improving?

A. Contact the product operations team to review the telemetry and offer insights to the customer.
B. Review the support case history to identify product quality or customer education issues.
C. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
D. Engage the sales team to upsell the solution and offer options and product diversity to thecustomer.

Answer: C

Explanation:
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.

NEW QUESTION # 99
Which perspectives are covered in a balanced scorecard?

A. business outcomes, customer, employee, risk
B. customer, employee, partner, risk
C. business process, customer, financial, learning, growth
D. competition, culture, financial. IT systems

Answer: C

Explanation:
A balanced scorecard covers perspectives on business process, customer, financial, and learning and growth to provide a comprehensive view of an organization's performance. References: The Balanced Scorecard framework, which is widely used in strategic management to evaluate the overall performance of an organization across multiple dimensions.

NEW QUESTION # 100
What is a business adoption barrier?

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

Answer: B

NEW QUESTION # 101
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