Exam Name: Cisco Customer Success Manager
Certification Provider: Cisco
Corresponding Certification: Digital Transformation Specialist
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The Cisco 820-605 CSM (Customer Success Manager) exam will earn you the Cisco Customer Success Manager Specialist certification. It is one of the specialist endorsements offered by Cisco. This test is focused on individuals who have spent enough time and resources working with clients to decide, measure, and convey business results through the execution of innovation. There are no specific prerequisites for this qualification, but you should know enough about the various domains and subdomains related to the final exam.
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Cisco 820-605 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Adoption Barrier Identification and Management | 25% | - Strategies to remove or mitigate adoption obstacles - Implementing adoption acceleration frameworks - Identifying technical, operational, and organizational barriers - Monitoring and reporting adoption progress |
| Customer Success Industry and Framework | 15% | - Roles and responsibilities of a Customer Success Manager - Cisco customer success methodology - Core concepts and value of customer success |
| Success Plan Creation and Development | 25% | - Defining measurable business outcomes and success criteria - Aligning solutions with customer goals - Customer discovery and requirement analysis - Building comprehensive success plans |
| Customer Lifecycle Management and Value Realization | 20% | - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers - Health score assessment and risk management |
| Renewal and Expansion Opportunities | 15% | - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy |
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