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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q101-Q106):

NEW QUESTION # 101
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

A. Offer upfront discounts and secure the business for as many years as possible.
B. Determine if there has been a change in resourcing or stakeholders.
C. Sell additional training to the customer.
D. Review priorities from the Success Plan with customer leadership.
E. Introduce new features that have been recently enabled within the product.

Answer: B,D

NEW QUESTION # 102
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

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

Answer: C,D

Explanation:
Explanation/Reference:

NEW QUESTION # 103
Which factor delays time to value?

A. loss of project sponsor
B. negative Net Promoter Score
C. unrenewed Success Plan
D. unpaid invoice

Answer: A

NEW QUESTION # 104
What is the value proposition of customer success for customers?

A. impacting business outcomes
B. reduction of risk
C. expansion opportunities
D. reduced time to value

Answer: A

NEW QUESTION # 105
Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. purchase of a new solution
B. expansion of solution services
C. expansion of solution features
D. renewal of solution subscription
E. deployment of solution

Answer: C,E

Explanation:
Explanation/Reference:

NEW QUESTION # 106
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