820-605 exam questions for practice in 2022 Updated 103 Questions
Updated Jan-2022 Premium 820-605 Exam Engine pdf - Download Free Updated 103 Questions
NEW QUESTION 53
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the Customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. Quarterly Success Review build and delivery
- B. service introduction to confirm that they know how to submit service issues at the go live
- C. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- D. additional features that will align with the business outcomes
Answer: A
NEW QUESTION 54
Refer to the exhibit.
The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?
- A. The customer's usage is too low to correctly measure the chance of their retention.
- B. The customer has a high probability to renew and will include an expanded opportunity.
- C. The customer has increased usage, which shows a strong indicator of renewal.
- D. The customers usage has seen a recent decline and the chance of them churning will be higher.
Answer: A
NEW QUESTION 55
You notice a decline over time in your customer's usage of your product.
Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Answer: A
NEW QUESTION 56
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 57
From a Customer Success perspective, why should the customer's health be monitored?
- A. to give the customer valuable insight so they can automatically renew critical services on time
- B. to provide the opportunity to address any changes in the customer's experience around the solution
- C. to directly enable renewals
- D. to identify unused licenses so they can be addressed via a service improvement plan
Answer: A
NEW QUESTION 58
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders.
- B. Run analysis on all the license types used by the customer on all platforms.
- C. Share the report with the customer point of contact for license types B and D 3nd determine causes.
- D. inform the Sales Account Manager to position a new version of licenses types B and D with additional features.
Answer: D
NEW QUESTION 59
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. sustainability
- C. risk management
- D. employee satisfaction
- E. credibility
Answer: A,D
NEW QUESTION 60
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
- B. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- C. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
- D. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
Answer: D
NEW QUESTION 61
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two )
- A. business growth
- B. cost efficiency
- C. sustainability
- D. time to market
- E. credibility
Answer: D,E
NEW QUESTION 62
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.
- B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.
- C. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.
- D. Engage the service delivery manager and request two days of free consultation for the customer.
Answer: C
NEW QUESTION 63
What is a financial implication of churn?
- A. reduced product utilization
- B. loss of revenue
- C. increased production
- D. contract expansion
Answer: B
NEW QUESTION 64
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- B. Understanding your customer's health directly enables renewals
- C. It gives the customer valuable insight so they can automatically renew critical on time
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: B
NEW QUESTION 65
What is a key driver that is creating the need for customer success?
- A. financial resources
- B. advanced specializations
- C. portfolio management
- D. subscription economy
Answer: A
NEW QUESTION 66
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - D. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
Answer: D
NEW QUESTION 67
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Health Index Report
- B. Stakeholder Map
- C. KPIs
- D. RACI
Answer: B
NEW QUESTION 68
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution
- B. Give the customer a discount on a future purchase
- C. Suggest that the customer replace their existing staff
- D. Provide the customer with a chargeable deployment service
Answer: A
NEW QUESTION 69
Which two actions are in adoption campaign? (Choose two.)
- A. renewal reminder to stakeholders
- B. messaging to stakeholders on the new features of their solution
- C. messaging to users on best practice approaches to their solution
- D. survey sent to all end users
- E. messaging to stakeholders on new product releases
Answer: C,D
NEW QUESTION 70
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Answer: A
NEW QUESTION 71
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. business
- B. data
- C. operational
- D. technical
Answer: C
NEW QUESTION 72
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. descriptive
- B. prescriptive
- C. diagnostic
- D. predictive
Answer: C
NEW QUESTION 73
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. stakeholders identified
- B. account relationships identified
- C. network diagrams discussed
- D. desired business outcomes discussed
- E. organization chart discussed
Answer: D,E
NEW QUESTION 74
Which type of information should be captured during the first customer engagement?
- A. expansion opportunities
- B. stakeholder map
- C. customer's desired outcomes
- D. cases escalated to technical support
Answer: C
NEW QUESTION 75
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
- B. Utilize a digital engagement so all your customers experience the touch of customer success.
- C. Utilize people to focus your customers in a 1 many customer success experience.
- D. Utilize the service team to form a larger internal team to lead the engagement.
Answer: B
NEW QUESTION 76
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 77
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago.
The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
- A. number of users registered, bandwidth utilization, number of training sessions user joined
- B. number of users registered, number of meetings user initiated, number of meetings user joined
- C. network utilization, number of meetings user initiated, number of users
- D. number of users registered, service logs, number of users
Answer: B
NEW QUESTION 78
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