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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Industry Knowledge	15%	- Customer Success trends and market dynamics - Value realization and business outcomes - Customer lifecycle management
Topic 2: Renewals and Expansion	15%	- Renewal strategies and processes - Driving customer loyalty and growth - Identifying expansion opportunities
Topic 3: Success Plan Creation	25%	- Customer journey mapping - Stakeholder engagement and alignment - Success planning and goal setting
Topic 4: Customer Success Management	20%	- Continuous value orchestration - Usage data interpretation and analysis - Customer engagement and relationship building
Topic 5: Barrier Management	25%	- Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies

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Cisco Customer Success Manager Sample Questions (Q133-Q138):

NEW QUESTION # 133
Which list of components of a Customer Success Quarterly Success Review is common?

A. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
D. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

Answer: B

Explanation:
The most common components of a Customer Success Quarterly Success Review include the results from the prior quarter, agreed actions that have been completed, benchmarkingwith the market, and confirmation of goals for the next quarter. This approach ensures that the review is focused on measurable outcomes and continuous improvement, aligning with best practices in customer success management

NEW QUESTION # 134
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. lack of communication
B. limited telemetry
C. purchase policy process
D. business misalignment
E. lack of common features

Answer: A,C

NEW QUESTION # 135
Which activity reduces the risk of chum?

A. lowering the service level
B. expanding the customer footprint
C. providing a discount on renewal
D. educating on product features

Answer: B

NEW QUESTION # 136
What is the order of the key elements of process improvement for Customer Success?

A. define, measure, analyze, improve, control
B. measure, define, analyze, control, improve
C. analyze, define, measure, control, improve
D. define, analyze, measure, improve, control

Answer: A

NEW QUESTION # 137
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides free trial licenses for feature upgrades.
B. The adoption campaign provides free user training.
C. The adoption campaign provides notifications of new feature releases.
D. The adoption campaign surveys all end users for product feedback.
E. The adoption campaign notifies customers of a critical bug.

Answer: C,D

NEW QUESTION # 138
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