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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which element evaluates a customer outcome?

Answer: C


NEW QUESTION # 16
On which two objectives should communication with customer executives focus? (Choose two)

Answer: B,C


NEW QUESTION # 17
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Answer: D


NEW QUESTION # 18
Which two elements are used to track and measure as key performance indicators? (Choose two.)

Answer: A,E

Explanation:
Lagging and leading elements are used to track and measure as key performance indicators (KPIs). Lagging indicators reflect past performance, while leading indicators predict future performance. Together, they provide a comprehensive view of an organization's progress towards its goals34.


NEW QUESTION # 19
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

Answer: D


NEW QUESTION # 20
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