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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Topic 1: Customer Lifecycle Management	- Onboarding and adoption phases - Customer journey mapping
Topic 2: Adoption and Value Realization	- Driving product adoption - Measuring business outcomes and value realization
Topic 3: Customer Health and Engagement	- Engagement strategies and retention practices - Customer health scoring and metrics
Topic 4: Renewals and Expansion Strategy	- Upsell and cross-sell strategies - Renewal planning and lifecycle extension
Topic 5: Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
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 (Q138-Q143):

NEW QUESTION # 138
Which statement describes an end user adoption barrier?

A. The budget is insufficient to implement the solution for a new branch of the business.
B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

NEW QUESTION # 139
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)

A. employee satisfaction
B. sustainability
C. credibility
D. risk management
E. cost efficiency

Answer: A,E

NEW QUESTION # 140
What are two barriers to adoption within an organization? (Choose two.)

A. solution implemented by partner
B. organizational silos
C. agile development model
D. inadequate knowledge and skills
E. centralized IT organization

Answer: B,D

Explanation:
Two barriers to adoption within an organization are inadequate knowledge and skills, and organizational silos.
Inadequate knowledge and skills refer to the lack of necessary training or expertise among employees to effectively use a new solution. Organizational silos occur when different departments or groups within an organization do not share information or collaborate effectively, which can hinder the adoption of new solutions across the organization

NEW QUESTION # 141
Which analysis model is used to better understand the customer business environment?

A. dashboard
B. renewal contract
C. RACI
D. SWOT

Answer: D

Explanation:
A SWOT analysis helps in understanding the strengths, weaknesses, opportunities, and threats related to a customer's business environment, providing insights that can be used to tailor customer success strategies.
References: 1

NEW QUESTION # 142
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. support tickets reports and diagnostic information
B. sales account plan
C. detailed contract inventory
D. questions to validate the interpreted analytical data
E. customer annual report and quarterly business reviews

Answer: A,D

NEW QUESTION # 143
......

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