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