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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which Qprovides the best information to use to define customer success factors?

  • A. What tools are you looking for, to better measure your ROI?
  • B. Which Cisco products best fit your goals?
  • C. What services do you need?
  • D. What are your business objectives for this project/initiative?

Answer: D


NEW QUESTION # 38
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

  • A. Review the original business case and reassess desired outcomes with the new leadership team.
  • B. Create a new Health Index dashboard with the Sales team.
  • C. Schedule Quarterly Business Review with the new leadership team.
  • D. Evaluate the customer's expertise in managing the purchased solution.
  • E. Examine solution pricing with the Renewals Manager.

Answer: A,C


NEW QUESTION # 39
In an onboarding session, introductions to new stakeholders were made, new KPIs were step does the Customer Success Manager take next?

  • A. Provide technical configuration for development.
  • B. Discuss new opportunities and new products to purchase.
  • C. Document the session, stakeholder interests, and metrics for leadership.
  • D. Create a success plan to be reviewed with the customer at the next review meeting.

Answer: C


NEW QUESTION # 40
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

  • A. lack of communication
  • B. business misalignment
  • C. limited telemetry
  • D. purchase policy process
  • E. lack of common features

Answer: A,B


NEW QUESTION # 41
Refer to the exhibit.

What is the problem with this RACI example?

  • A. Every task should have four people consulted.
  • B. More stakeholders should be involved.
  • C. Too many people are accountable for this task.
  • D. No one has multiple roles.

Answer: C


NEW QUESTION # 42
......

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