Exam Name: Cisco Customer Success Manager
Certification Provider: Cisco
Corresponding Certification: Cisco Certification
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Cisco 820-602 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 28% | - Describe the key elements to transition the customer from current state to future state - Compare and contrast stakeholder analysis, stakeholder map, and stakeholder management - Identify the key components of an organization's culture - Identify the key components of a customer use case - Validate the customer's desired outcome based on information obtained from key stakeholders - Describe the relationship between customer's policies, governance, and the adoption strategy - Identify the key elements of process improvement needed for customer success |
| Benchmarking & Application | 28% | - Compare and contrast case study and use case - Interpret and apply a gap analysis to identify impact on customer outcomes - Interpret and apply customer data to drive adoption, identify expansion opportunities, and increase retention - Develop actionable steps based on organizational readiness assessment - Interpret and apply market research information to evaluate a customer's success plan - Identify the barriers to achieving the desired business outcome |
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