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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q39-Q44):

NEW QUESTION # 39
What is covered in an enterprise agreement?

A. bundled discounts
B. embedded software
C. subscription license models
D. adjustable pricing

Answer: C

NEW QUESTION # 40
What are two customer advantages of purchasing subscription licenses? (Choose two.)

A. Software maintenance is offered through a separate contract.
B. It creates high aftermarket resale value.
C. The customer can discontinue the subscription if value is not realized.
D. It enables software providers to control customer consumption.
E. It provides the customer with a pay per use model.

Answer: C,E

NEW QUESTION # 41
How can Customer Success Plan tracking drive additional license purchases?

A. The Success Plan tracks the number of technical support cases opened.
B. The Success Plan tracks the mean time to failure of the solution.
C. The Success Plan tracks gains in user productivity and communicates this back to the business.
D. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

Answer: C

Explanation:
Customer Success Plan tracking can drive additional license purchases by demonstrating the value the solution provides through increased user productivity. When gains in productivity are tracked and communicated, it can justify the investment in additional licenses2.

NEW QUESTION # 42
What is a goal of the Quarterly Success Review?

A. product expansion to demonstrate customer loyalty
B. negotiation of discount levels associated with solution expansion
C. identification of new areas of growth and sales
D. alignment of priorities and outcomes while celebrating accomplishments

Answer: D

Explanation:
The goal of the Quarterly Success Review is the alignment of priorities and outcomes while celebrating accomplishments. This regular review is a strategic meeting that allows both the customer and the organization to ensure that they are aligned in terms of business priorities and desired outcomes. It's also an opportunity to recognize and celebrate the successes and milestones achieved, which can be motivating and reinforce the value of the investment in the solutions provided.
References:
*Cisco's official page on Customer Success Manager certification2.
*Skilljar blog on scaling Customer Success with Quarterly Business Reviews3.

NEW QUESTION # 43
Which expense is an operating expense (OPEX)?

A. software
B. office improvements
C. computer equipment
D. payroll

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 44
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