Cisco Customer Success Manager
Last Update May 14, 2024
Total Questions : 149
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Exam Name | Cisco Customer Success Manager |
Exam Code | 820-605 |
Actual Exam Duration | 120 minutes |
Exam Registration Price | $250 |
Official Information | https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview |
See Expected Questions | Cisco 820-605 Expected Questions in Actual Exam |
Take Self-Assessment | Use Cisco 820-605 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure |
Section | Weight | Objectives |
---|---|---|
1.0 Customer Success Industry | 15% |
1.1 Explain the key drivers creating the need for Customer Success 1.2 Define customer success (expected and unexpected value) 1.3 Explain the customer lifecycle journey 1.4 Compare customer success, customer support and sales 1.5 Explain the value proposition for customer success
1.6 Explain different IT purchasing and consumption models
1.7 Identify the key metrics for customer success
1.8 Explain the financial implication of the following metrics
1.9 Describe customer engagement models based on customer segmentation
1.10 Describe the objectives of the Customer Success Manager |
2.0 Success Plan Creation | 25% |
2.1 Identify the product or solution purchased 2.2 Identify key stakeholder roles 2.3 Validate the desired business outcome based on information obtained from key stakeholders 2.4 Identify critical success factors to connect to business outcomes 2.5 Analyze the account baseline to identify gaps
2.6 Analyze a customer health score
2.7 Describe the common elements of a customer success plan 2.8 Explain the purpose of targeted use cases 2.9 Identify the individuals and responsibilities within a RACI 2.10 Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement |
3.0 Barrier Management | 25% |
3.1 Identify types of customer barriers
3.2 Describe sources used to identify customer barriers
3.3 Identify customer barriers
3.4 Identify actions that impact time to value for common customer barriers
|
4.0 Customer Success Management | 20% |
4.1 Explain the elements of customer onboarding
4.2 Explain the purpose of essential customer management activities
4.3 Explain communication needs of stakeholders
4.4 Describe the Quarterly Success Review process 4.5 Identify outcomes from a Quarterly Success Review 4.6 Identify opportunities for customers to act as advocates |
5.0 Expand Opportunities and Renewal | 15% |
5.1 Describe types of expand opportunities
5.2 Identify potential expansion opportunities across the customer lifecycle from a customer success plan 5.3 Create an adoption campaign to identify expand opportunities 5.4 Update customer success plan with expand opportunities 5.5 Explain the elements of a renewal risk analysis 5.6 Create mitigation plans that address risk factors |
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