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Cisco 820-605 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 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 |
| 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 |
| 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
|
| Expand Opportunities and Renewal | 15% | - Describe types of expand opportunities
- Identify potential expansion opportunities across the customer lifecycle from a customer success plan |
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Cisco 820-605日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adoption and Value Realization | - Driving product adoption - Measuring business outcomes and value realization |
| Topic 2: Customer Health and Engagement | - Customer health scoring and metrics - Engagement strategies and retention practices |
| Topic 3: Renewals and Expansion Strategy | - Renewal planning and lifecycle extension - Upsell and cross-sell strategies |
| Topic 4: Customer Success Foundations | - Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem |
| Topic 5: Customer Lifecycle Management | - Onboarding and adoption phases - Customer journey mapping |
| Topic 6: Tools and Operational Metrics | - KPIs, reporting, and performance measurement - Customer success tools and platforms |
