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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Topic 1: Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization
Topic 2: Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
Topic 3: Customer Health and Engagement	- Engagement strategies and retention practices - Customer health scoring and metrics
Topic 4: Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Topic 5: Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies
Topic 6: Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem

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Cisco Customer Success Manager Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which Qprovides the best information to use to define customer success factors?

A. Which Cisco products best fit your goals?
B. What services do you need?
C. What tools are you looking for, to better measure your ROI?
D. What are your business objectives for this project/initiative?

Answer: D

NEW QUESTION # 29
Which list of components of a Customer Success Quarterly Success Review is common?

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

Answer: B

NEW QUESTION # 30
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

A. Establish a timeline of when a solution must be in place.
B. Request a meeting with customer executives.
C. Ensure the escalation to technical specialists.
D. Offer the customer a discount because of their problems.

Answer: C

Explanation:
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.

NEW QUESTION # 31
From a Customer Success perspective, why should the customer's health be monitored?

A. to directly enable renewals
B. to identify unused licenses so they can be addressed via a service improvement plan
C. to give the customer valuable insight so they can automatically renew critical services on time
D. to provide the opportunity to address any changes in the customer's experience around the solution

Answer: A

NEW QUESTION # 32
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. Quarterly Success Review build and delivery
B. service introduction to confirm that they know how to submit service issues at the go live
C. initial user group identified and their use cases confirmed
D. customer's stakeholders and their business outcomes
E. additional features that will align with the business outcomes

Answer: B,D

NEW QUESTION # 33
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