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| Section | Weight | Objectives |
|---|---|---|
| Barrier Management | 25% | - Identify types of customer barriers
- Describe sources used to identify customer barriers
- Identify customer barriers
- Identify actions that impact time to value for common customer barriers
|
| Customer Success Management | 20% | - Explain the elements of customer onboarding
- Explain the purpose of essential customer management activities
- Explain communication needs of stakeholders
- Describe the Quarterly Success Review process |
| 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
- Analyze a customer health score
- Describe the common elements of a customer success plan |
| 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
- Explain different IT purchasing and consumption models
- Identify the key metrics for customer success
- Explain the financial implication of the following metrics
- Describe customer engagement models based on customer segmentation
- Describe the objectives of the Customer Success Manager |
| Expand Opportunities and Renewal | 15% | - Describe types of expand opportunities
- Identify potential expansion opportunities across the customer lifecycle from a customer success plan |
Cisco 820-605 exam covers a wide range of topics related to customer success management, including customer lifecycle management, customer success metrics, and customer engagement models. 820-605 exam also evaluates the candidates' understanding of customer journey mapping, customer segmentation, and customer feedback management. 820-605 exam is designed to test the candidates' ability to apply these concepts in real-world scenarios and make informed decisions to enhance customer experience.
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Cisco 820-605 certification exam is designed for individuals who want to become proficient in customer success management. It is an excellent certification for professionals who are looking to enhance their skills in customer success management and provide better services to their clients. Cisco Customer Success Manager certification exam covers topics such as customer success management principles, customer success metrics, customer success strategies, and more.
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