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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Topic 2: Success Plan Creation	25%	- Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment
Topic 3: Barrier Management	25%	- Identifying adoption barriers - Developing barrier removal strategies - Overcoming resistance and technical hurdles
Topic 4: Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Topic 5: Customer Success Industry Knowledge	15%	- Value realization and business outcomes - Customer Success trends and market dynamics - Customer lifecycle management

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Cisco Customer Success Manager Sample Questions (Q51-Q56):

NEW QUESTION # 51
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. customer's stakeholders and their business outcomes
B. Quarterly Success Review build and delivery
C. additional features that will align with the business outcomes
D. service introduction to confirm that they know how to submit service issues at the go live
E. initial user group identified and their use cases confirmed

Answer: A,E

NEW QUESTION # 52
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

A. Answer the questions as best they can and plan an onsite follow-up training.
B. Modify the meeting agenda and call in a technical resource.
C. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
D. Request the customer to open a support case.

Answer: C

Explanation:
When a customer has technical questions at an onsite Quarterly Review meeting, the appropriate action for a Customer Success Manager (CSM) is to identify potential adoption challenges related to the technical questions and schedule a meeting to address these questions. This approach ensures that the customer's concerns are acknowledged and that a dedicated session is arranged to provide thorough answers and solutions. It also allows the CSM to prepare adequately and involve the necessary technical resources to address the customer's needs effectively.

NEW QUESTION # 53
From a Customer Success perspective, which reason to monitor your customer's health is the most important?

A. Understanding your customer's health directly enables renewals
B. It provides the opportunity to address any changes in the customer's experience or actions around the solution
C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
D. It gives the customer valuable insight so they can automatically renew critical on time

Answer: A

NEW QUESTION # 54
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

A. Perform a marketing campaign and share the roadmap of new products.
B. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
C. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
D. Provide recommendations for training or suggest new features based on data analysis.

Answer: D

NEW QUESTION # 55
What is the customer success objective of a Quarterly Success Review?

A. Evaluate renewal contract.
B. Create a success plan.
C. Align work effort to outcomes.
D. Introduce new products and services.

Answer: B

NEW QUESTION # 56
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