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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Success Plan Creation and Development25%- Aligning solutions with customer goals
- Defining measurable business outcomes and success criteria
- Building comprehensive success plans
- Customer discovery and requirement analysis
Topic 2: Customer Success Industry and Framework15%- Roles and responsibilities of a Customer Success Manager
- Cisco customer success methodology
- Core concepts and value of customer success
Topic 3: Renewal and Expansion Opportunities15%- Building long-term customer loyalty and advocacy
- Driving successful renewals and contract extensions
- Identifying expansion and cross-sell/upsell opportunities
Topic 4: Adoption Barrier Identification and Management25%- Strategies to remove or mitigate adoption obstacles
- Identifying technical, operational, and organizational barriers
- Monitoring and reporting adoption progress
- Implementing adoption acceleration frameworks
Topic 5: Customer Lifecycle Management and Value Realization20%- Demonstrating value and ROI to customers
- Engagement models and touchpoints across the lifecycle
- Usage data analysis and insight generation
- Health score assessment and risk management

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Cisco Customer Success Manager Sample Questions (Q155-Q160):

NEW QUESTION # 155
What is a financial implication of churn?

Answer: D


NEW QUESTION # 156
Which element evaluates a customer outcome?

Answer: D


NEW QUESTION # 157
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

Answer: C


NEW QUESTION # 158
What is a lagging indicator of the customer achieving the value proposition?

Answer: C

Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.


NEW QUESTION # 159
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

Answer: B,E


NEW QUESTION # 160
......

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