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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success - Cisco customer success methodology
Customer Lifecycle Management and Value Realization	20%	- Engagement models and touchpoints across the lifecycle - Health score assessment and risk management - Usage data analysis and insight generation - Demonstrating value and ROI to customers
Success Plan Creation and Development	25%	- Building comprehensive success plans - Aligning solutions with customer goals - Customer discovery and requirement analysis - Defining measurable business outcomes and success criteria
Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities
Adoption Barrier Identification and Management	25%	- Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles - Monitoring and reporting adoption progress - Identifying technical, operational, and organizational barriers

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Cisco Customer Success Manager Sample Questions (Q87-Q92):

NEW QUESTION # 87
Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer has increased usage, which shows a strong indicator of renewal
B. The customer's usage has seen a recent decline and the chance of them churning will be higher
C. The customer's usage is too low to correctly measure the chance of their retention
D. The customer has a high probability to renew and will include an expanded opportunity

Answer: B

NEW QUESTION # 88
Which Customer Success activity is critical from the supplier perspective?

A. ensuring the customer has a success plan and is achieving each milestone in a timely manner
B. driving full adoption of the company's technology across all supported solutions
C. listening carefully to the customer's feedback and taking actions so the company's solutions can be improved
D. identifying opportunities for sales expansion

Answer: B

Explanation:
Driving full adoption of the company's technology across all supported solutions ensures that customers are utilizing the product to its fullest extent, which is critical for demonstrating value and fostering long-term customer relationships.

NEW QUESTION # 89
Refer to the exhibit.

Which action must be taken by Customer Success Manager ?

A. Develop a customer testimonial.
B. Review the financial index.
C. Recommend expansion opportunities.
D. Identify the adoption barriers.

Answer: D

Explanation:
The Customer Success Manager must identify the adoption barriers. The dashboard indicates areas where the engagement scores are low, which suggests that there are obstacles preventing the customer from fully utilizing and benefiting from the product. Identifying these barriers is the first step towards developing a strategy to increase adoption and customer success.

NEW QUESTION # 90
A customer recently reached the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain. Which action should be recommended?

A. Overview the security of the purchased solution and policy best practices.
B. Become familiar with the fundamentals of the purchased solution.
C. Learn the solution concepts.
D. Understand the architecture of the purchased solution.

Answer: D

Explanation:
When a customer reaches the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain, the recommended action is to understand the architecture of the purchased solution. This understanding is crucial as it allows the customer to fully utilize the features and capabilities of the solution, ensuring they can optimize their network operations effectively. It also enables them to identify areas where they can improve efficiency and performance, which is essential for achieving the desired outcomes from their investment in the technology.
References:
*Cisco's official page on Customer Success Manager certification1.
*Lifecycle Advantage blog by Cisco, highlighting the importance of overcoming adoption barriers and helping customers progress through the lifecycle journey2.
*CSM Exam Overview on Cisco Learning Network, which outlines the knowledge and skills tested in the exam

NEW QUESTION # 91
From a Customer Success perspective, why should the customer's health be monitored?

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

Answer: C

NEW QUESTION # 92
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