A great way to start the Cisco Customer Success Manager Specialist (CSM) preparation is to begin by properly appreciating the role that syllabus and study guide play in the Cisco 820-605 certification exam. This study guide is an instrument to get you on the same page with Cisco and understand the nature of the Cisco Customer Success Manager exam.
Our team of experts has composed this Cisco 820-605 exam preparation guide to provide the overview about Cisco Customer Success Manager exam, study material, sample questions, practice exam and ways to interpret the exam objectives to help you assess your readiness for the Cisco CSM exam by identifying prerequisite areas of knowledge. We recommend you to refer the simulation questions and practice test listed in this guide to determine what type of questions will be asked and the level of difficulty that could be tested in the Cisco Customer Success Manager certification exam.
Cisco 820-605 Exam Overview:
|
Exam Name
|
Cisco Customer Success Manager |
| Exam Number | 820-605 CSM |
| Exam Price | $250 USD |
| Duration | 90 minutes |
| Number of Questions | 55-65 |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Recommended Training | Cisco Customer Success Manager (DTCSM) |
| Exam Registration | PEARSON VUE |
| 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
- 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 |
| 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 |
| 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 |
| Expand Opportunities and Renewal | 15% |
- Describe types of expand opportunities
- Identify potential expansion opportunities across the customer lifecycle from a customer success plan |
Cisco CSM Exam Description:
The Cisco Customer Success Manager v2.0 (CSM 820-605) is a 90-minute exam associated with the Customer Success Manager Certification. 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.