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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q128-Q133):

NEW QUESTION # 128
You notice a decline over time in your customer's usage of your product. Which action do you consider?

A. Re-assess the customer's business process and outline the capability of the solution
B. Tell the customer a new solution will soon be available
C. Show the customer a comparison of the solution versus the competition
D. Carefully tell the customer to get more people to use your product

Answer: A

Explanation:
When noticing a decline in product usage, it's important to re-assess the customer's business process and ensure that the capabilities of the solution are well-aligned with their needs. This may involve identifying any changes in the customer's operations or uncovering new challenges they are facing. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.

NEW QUESTION # 129
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Re-enforce the time to value of the solution
B. Suggest that the customer replace their existing staff
C. Provide the customer with a chargeable deployment service
D. Give the customer a discount on a future purchase

Answer: A

Explanation:
The Customer Success Manager should consider re-enforcing the time to value of the solution. This involves communicating the benefits and potential impact of the solution on the customer's business operations and objectives, emphasizing how timely deployment can lead to quicker realization of these benefits.

NEW QUESTION # 130
What is the role of a subject matter expert in the Customer Success process?

A. shares industry trends
B. challenges the status quo
C. accelerates customer value realization
D. drives adoption

Answer: B

NEW QUESTION # 131
A customer has six technical support cases open that are related to user connectivity that have negatively 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: A

NEW QUESTION # 132
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Run analysis on all the license types used by the customer on all platforms
B. Provide trending information on license types B and D and share with all stakeholders
C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
D. Share the report with the customer point of contact for license types B and D and determine causes

Answer: D

NEW QUESTION # 133
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