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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities
Topic 2: Success Plan Creation and Development	25%	- Customer discovery and requirement analysis - Building comprehensive success plans - Defining measurable business outcomes and success criteria - Aligning solutions with customer goals
Topic 3: Customer Success Industry and Framework	15%	- Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success
Topic 4: Customer Lifecycle Management and Value Realization	20%	- Demonstrating value and ROI to customers - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management
Topic 5: Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Identifying technical, operational, and organizational barriers - Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles

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Cisco Customer Success Manager Sample Questions (Q97-Q102):

NEW QUESTION # 97
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. health score
B. risk management
C. telemetry
D. training surveys
E. help desk data

Answer: A,C

Explanation:
Customer Success Managers often use health scores and telemetry as metrics to measure customer success.
Health scores provide a quick overview of the customer's overall status, while telemetry data offers detailed insights into product usage and engagement.

NEW QUESTION # 98
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?

A. Speak the internal contacts to understand the customer sentiment and outstanding escalations
B. Engage with the account team to understand the expansion opportunities
C. Build an understanding of your customer's business and market trends and priorities
D. Perform a deep analysis of all the sales orders to the past 24 months

Answer: C

NEW QUESTION # 99
Which definition of customer success is true?

A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

Answer: B

Explanation:
The true definition of customer success is A, which states that it is the business methodology of ensuring customers achieve their expected and unexpected outcomes while using your product or service. This encompasses the holistic approach of customer success to ensure customers find value in the product or service, beyond just the anticipated results

NEW QUESTION # 100
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. current existing products that are being displaced by the solution
B. current configuration guide of the product solution
C. KPI that will be improved by the new product solution
D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION # 101
What is an objective of the Customer Success Manager?

A. solve customer problems to attain business outcomes
B. help customers recognize the self-service model
C. train customers to ensure they understand the full capabilities of the solution
D. make decisions on behalf of the customer to reduce time to value

Answer: A

NEW QUESTION # 102
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