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Cisco 820-605 Exam Topics:

Section	Weight	Objectives
Success Plan Creation	25%	- Identify the product or solution purchased - Identify key stakeholder roles - Validate the desired business outcome based on information obtained from key stakeholders - Identify critical success factors to connect to business outcomes - Analyze the account baseline to identify gaps Tools Process People - Analyze a customer health score Product Usage Product Quality Customer Sentiment Customer Financials - Describe the common elements of a customer success plan - Explain the purpose of targeted use cases - Identify the individuals and responsibilities within a RACI - Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement
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
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
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

Passing the Cisco 820-605 Exam can lead to various career opportunities, such as becoming a Cisco Customer Success Manager, a customer success specialist, or a customer experience manager. These roles involve working with customers to ensure their satisfaction and success with Cisco products and services.

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Who should take the Cisco 820-605: Cisco Customer Success Manager Exam

The 820-605 exam test certification is an internationally recognized validation that identifies persons who earn it as possessing skilled in Cisco 820-605 exam i.e. advanced IPS policy configuration, network-based malware detection, and creating snort rules. If a candidate/professional seeks a powerful improvement in career growth needs enhanced knowledge, skills, and talents. The Cisco 820-605: Cisco Customer Success Manager Exam certification provides proof of this advanced knowledge and skill. If a candidate knows associated technologies and skills that are required to pass the Cisco 820-605 Exam, then he should take this exam. These are candidates who should look for Cisco 820-605 exam.

End-user technical staff
First-line support personnel
Network Administrator
Video system administrators

Cisco Customer Success Manager Sample Questions (Q144-Q149):

NEW QUESTION # 144
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

A. Build an understanding of your customer's business and market trends and priorities
B. Engage with the account team to understand the expansion opportunities
C. Speak the internal contacts to understand the customer sentiment and outstanding escalations
D. Perform a deep analysis of all the sales orders to the past 24 months

Answer: A

Explanation:
The best course of action to prepare for the first customer introduction meeting is to build an understanding of the customer's business, market trends, and priorities. This knowledge will enable the Customer Success Manager to have a meaningful conversation with the customer, aligning the discussion with the customer's strategic goals and industry context.

NEW QUESTION # 145
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. customer annual report and quarterly business reviews
B. detailed contract inventory
C. support tickets reports and diagnostic information
D. sales account plan
E. questions to validate the interpreted analytical data

Answer: B,E

NEW QUESTION # 146
Which two actions are in adoption campaign? (Choose two.)

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

Answer: C,E

NEW QUESTION # 147
Which perspectives are covered in a balanced scorecard?

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

Answer: B

NEW QUESTION # 148
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

A. Health Index Report
B. KPIs
C. RACI
D. Stakeholder Map

Answer: C

NEW QUESTION # 149
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