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Cisco 820-605: Cisco Customer Success Manager Exam Certification Path

The Cisco 820-605: Cisco Customer Success Manager Exam certification path includes only one certification exam. Smart candidates who wish to create a solid foundation altogether examination topics and connected technologies typically mix video lectures with study guides to reap the advantages of each but 820-605 practice exams are one important study tool that goes typically unnoted by most candidates. The Cisco and NetApp FlexPod Implementation and Administration Specialist is for storage and data management professionals including systems engineers, field engineers, professional services consultants, and channel partners who are focused on FlexPod solution enablement. This FlexPod certification is the first jointly developed, global, multi-vendor technical certification that delivers in-depth knowledge of the tools and standards to assess performance characteristics and requirements of the FlexPod integrated solution. This guide also includes 820-605 practice test information.

Cisco 820-605 Exam Topics:

Section Weight Objectives
Customer Success Industry 15% – Explain the key drivers creating the need for Customer Success
– Define customer success (expected and unexpected value)
– Explain the customer lifecycle journey
– Compare customer success, customer support and sales
– Explain the value proposition for customer success

  • Vendor
  • Customer

– Explain different IT purchasing and consumption models

  • Software licensing
  • Service subscriptions
  • Enterprise agreements
  • CapEx vs OpEx

– Identify the key metrics for customer success

  • Leading indicators
  • Lagging indicators

– Explain the financial implication of the following metrics

  • Churn
  • Expand
  • Renewal (MRR, ATR, LTV, ACV)

– Describe customer engagement models based on customer segmentation

  • High touch
  • Virtual touch
  • Digital touch

– Describe the objectives of the Customer Success Manager
Expand Opportunities and Renewal 15% – Describe types of expand opportunities

  • Additional features
  • New use cases
  • Additional User groups
  • New solutions
  • Change management services

– Identify potential expansion opportunities across the customer lifecycle from a customer success plan
– Create an adoption campaign to identify expand opportunities
– Update customer success plan with expand opportunities
– Explain the elements of a renewal risk analysis
– Create mitigation plans that address risk factors

 

QUESTION 44
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

 
 
 
 

QUESTION 45
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

 
 
 
 
 

QUESTION 46
What is the order of the key elements of process improvement for Customer Success?

 
 
 
 

QUESTION 47
Your client, the Director of IT Policy and Governance of Eastembank has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago The client has requested a meeting to improve the situation Which reports are critical to the success of the meeting?

 
 
 
 

QUESTION 48
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

 
 
 
 
 

QUESTION 49
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.)

 
 
 
 
 

QUESTION 50
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

 
 
 
 

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?

 
 
 
 
 

QUESTION 52
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

 
 
 
 

QUESTION 53
Which two outcomes are expansion opportunities within customer success? (Choose two.)

 
 
 
 
 

QUESTION 54
A customer’s renewal is due in the next 6 months Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two )

 
 
 
 
 

QUESTION 55
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?

 
 
 
 

QUESTION 56
Which two actions are critical when communicating with executives? (Choose two).

 
 
 
 
 

QUESTION 57
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which adoption barrier will the customer encounter?

 
 
 
 

QUESTION 58
A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

 
 
 
 

QUESTION 59
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

 
 
 
 

QUESTION 60
Which one of the following solutions enable business outcomes in the financial industry?

 
 
 
 
 

QUESTION 61
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

 
 
 
 

QUESTION 62
What is the value proposition of customer success for customers?

 
 
 
 

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