How to study the Cisco 820-605: Cisco Customer Success Manager Exam

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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
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
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
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
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

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview

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.