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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q109-Q114):

NEW QUESTION # 109
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Answer:

Explanation:

NEW QUESTION # 110
From a Customer Success perspective, which reason to monitor your customer's health is the most important?

A. It provides the opportunity to address any changes in the customer's experience or actions around the solution
B. It gives the customer valuable insight so they can automatically renew critical on time
C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
D. Understanding your customer's health directly enables renewals

Answer: D

Explanation:
Explanation/Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/

NEW QUESTION # 111
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

A. Customer Success Manager
B. Product Sales Specialist
C. Account Manager
D. Renewals Manager

Answer: A

NEW QUESTION # 112
What is a type of expansion opportunity?

A. using latest release versions
B. positive customer sentiment
C. strong stakeholder communication
D. additional user groups

Answer: B

NEW QUESTION # 113
Who confirms the use cases targeted in a Customer Success Plan?

A. account team sales lead
B. Customer Success Manager
C. primary customer stakeholder
D. customer enterprise architect

Answer: B

Explanation:
The Customer Success Manager is responsible for confirming the use cases targeted in a Customer Success Plan. They work closely with the customer to understand their needs and ensure that the plan aligns with the customer's goals and the capabilities of the solution1.

NEW QUESTION # 114
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