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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 |
| Expand Opportunities and Renewal | 15% | - Describe types of expand opportunities
- Identify potential expansion opportunities across the customer lifecycle from 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 |
The price of the Cisco 820-605 exam is USD 300, for more information please visit the Cisco Official Website.
| Exam Registration | PEARSON VUE |
| Number of Questions | 55-65 |
| Sample Questions | Cisco 820-605 Sample Questions |
| Recommended Training | Cisco Customer Success Manager (DTCSM) v2.1 |
| Exam Code | 820-605 CSM |
| Exam Name | Cisco Customer Success Manager |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Exam Price | $250 USD |
| Duration | 120 minutes |
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