Cisco 820-602 - Cisco Customer Success Manager
Updated: Oct 21, 2026
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Updated: Oct 21, 2026
Q & A: 0 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Benchmarking & Application | 28% | - Interpret and apply market research information to evaluate a customer's success plan - Identify the barriers to achieving the desired business outcome - Interpret and apply a gap analysis to identify impact on customer outcomes - Compare and contrast case study and use case - Interpret and apply customer data to drive adoption, identify expansion opportunities, and increase retention - Develop actionable steps based on organizational readiness assessment |
| 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 - Describe the relationship between customer's policies, governance, and the adoption strategy - Identify the key components of an organization's culture - Identify the key elements of process improvement needed for customer success - Validate the customer's desired outcome based on information obtained from key stakeholders - Identify the key components of a customer use case |
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