Exam Name: Cisco Customer Success Manager
Certification Provider: Cisco
Corresponding Certification: Digital Transformation Specialist
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Cisco 820-605 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Renewal and Expansion Opportunities | 15% | - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities |
| Topic 2: Adoption Barrier Identification and Management | 25% | - Strategies to remove or mitigate adoption obstacles - Monitoring and reporting adoption progress - Identifying technical, operational, and organizational barriers - Implementing adoption acceleration frameworks |
| Topic 3: Customer Success Industry and Framework | 15% | - Cisco customer success methodology - Core concepts and value of customer success - Roles and responsibilities of a Customer Success Manager |
| Topic 4: Customer Lifecycle Management and Value Realization | 20% | - Health score assessment and risk management - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers |
| Topic 5: Success Plan Creation and Development | 25% | - Customer discovery and requirement analysis - Aligning solutions with customer goals - Building comprehensive success plans - Defining measurable business outcomes and success criteria |
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