Cisco 820-605 Certification Exam Syllabus

820-605 Syllabus, Customer Success Manager Exam Questions PDF, Cisco 820-605 Dumps Free, Customer Success Manager PDF, 820-605 Dumps, 820-605 PDF, Customer Success Manager VCE, 820-605 Questions PDF, Cisco Customer Success Manager Questions PDF, Cisco 820-605 VCEA great way to start the Cisco Customer Success Manager Specialist (CSM) preparation is to begin by properly appreciating the role that syllabus and study guide play in the Cisco 820-605 certification exam. This study guide is an instrument to get you on the same page with Cisco and understand the nature of the Cisco Customer Success Manager exam.

Our team of experts has composed this Cisco 820-605 exam preparation guide to provide the overview about Cisco Customer Success Manager exam, study material, sample questions, practice exam and ways to interpret the exam objectives to help you assess your readiness for the Cisco CSM exam by identifying prerequisite areas of knowledge. We recommend you to refer the simulation questions and practice test listed in this guide to determine what type of questions will be asked and the level of difficulty that could be tested in the Cisco Customer Success Manager certification exam.

Cisco 820-605 Exam Overview:

Exam Name
Cisco Customer Success Manager
Exam Number 820-605 CSM
Exam Price $250 USD
Duration 90 minutes
Number of Questions 55-65
Passing Score Variable (750-850 / 1000 Approx.)
Recommended Training Cisco Customer Success Manager (DTCSM)
Exam Registration PEARSON VUE
Sample Questions Cisco 820-605 Sample Questions
Practice Exam Cisco Customer Success Manager Specialist Practice Test

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

Success Plan Creation 25% - Identify the product or solution purchased
- Identify key stakeholder roles
- Validate the desired business outcome based on information obtained from key stakeholders
- Identify critical success factors to connect to business outcomes
- Analyze the account baseline to identify gaps
  • Tools
  • Process
  • People

- Analyze a customer health score

  • Product Usage
  • Product Quality
  • Customer Sentiment
  • Customer Financials

- Describe the common elements of a customer success plan
- Explain the purpose of targeted use cases
- Identify the individuals and responsibilities within a RACI
- Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement

Barrier Management 25% - Identify types of customer barriers
  • Business
  • Operational
  • Technical
  • Corporate Culture

- Describe sources used to identify customer barriers

  • Tools (telemetry, consumption data)
  • Process
  • People

- Identify customer barriers

  • Observation
  • Conversation
  • Data

- Identify actions that impact time to value for common customer barriers

  • Stalled or prolonged implementation
  • Loss of a project sponsor
  • Lack of product features
  • Product quality or performance issues
  • Product is not the right fit for the customer
Customer Success Management 20% - Explain the elements of customer onboarding
  • Deployment planning
  • Priority success focus
  • Timeline to value
  • Feature matrix utilization

- Explain the purpose of essential customer management activities

  • Customer and industry observations
  • Customer conversations and interactions
  • Account data and scoreboard review
  • Capturing moments of success
  • Success Plan review

- Explain communication needs of stakeholders

  • Customer Executive
  • Account Manager
  • Customer User
  • Services
  • Business Unit

- Describe the Quarterly Success Review process
- Identify outcomes from a Quarterly Success Review
- Identify opportunities for customers to act as advocates

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

Cisco CSM Exam Description:

The Cisco Customer Success Manager v2.0 (CSM 820-605) is a 90-minute exam associated with the Customer Success Manager Certification. This exam tests a candidate's knowledge and skills to develop and integrate solutions, identify adoption barriers and actions to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.

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