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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q43-Q48):

NEW QUESTION # 43
What are two adoption barriers? (Choose two.)

A. lack of resources
B. unused customer success support
C. gaps in the account baseline
D. lack of expansion
E. loss of project sponsor

Answer: A,E

NEW QUESTION # 44
When does the customer start receiving value from the purchased product or solution?

A. when the customer acknowledges that a desired outcome is being achieved
B. when the technology is designed for the customer's existing infrastructure
C. when telemetry and usage insights are leveraged
D. when the customer looks for ways to expand the solution

Answer: A

NEW QUESTION # 45
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. The accelerated pace of innovation in the era of the Internet of Things confuses many customers A CSM helps sales position the right technologies that will accelerate success for their business.
B. IT is increasingly adopting new consumption models In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realised The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
C. Service organizations must evolve from a "break fix' business model to proactive and pre-emptive services that help prevent problems for customers before they arise arid accelerate solution adoption The CSM advises the professional services team on the best services to position.
D. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase The CSM supports sales with use cases and testimonials for proposed solutions.

Answer: A

NEW QUESTION # 46
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

A. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.
B. Engage the service delivery manager and request two days of free consultation for the customer.
C. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.
D. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.

Answer: C

NEW QUESTION # 47
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)

A. moments of success when the customer acknowledges progress
B. green health scores over intermittent time periods
C. successful contract renewal
D. results that are not measurable
E. continuing results based on unexpected value

Answer: A,E

Explanation:
Opportunities that can lead to customers becoming advocates include moments of success when the customer acknowledges progress and continuing results based on unexpected value. These instances demonstrate the tangible benefits of the solution and can inspire customers to share their positive experiences with others, leading to advocacy.

NEW QUESTION # 48
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