820-605: Cisco Customer Success Manager (CSM)

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.

820-605: Cisco Customer Success Manager (CSM)

Cisco 820-605 Exam Overview:

Exam Name	Cisco Customer Success Manager
Exam Number	820-605 CSM
Exam Number	$250 USD
Duration	90 minutes
Number of Questions	55-65
Passing Score	Variable (750-850 / 1000 Approx.)
Recommended Training	Cisco Customer Success Manager (DTCSM) v2.1
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