[Oct 13, 2022] 820-605 PDF Recently Updated Questions Dumps to Improve Exam Score
820-605 Dumps Full Questions with Free PDF Questions to Pass
NEW QUESTION 48
Which sources should be used to uncover customer barriers?
- A. observation, conversation, data
- B. conversation, data, health score
- C. data, health score, intuition
- D. intuition, observation, data
Answer: A
NEW QUESTION 49
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: B
NEW QUESTION 50
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
- A. Solution Product Manager
- B. Sales Engineer
- C. Customer Success Specialist
- D. Technical Engineer
Answer: D
NEW QUESTION 51
What defines a use case?
- A. comparison of the marketing description of what a product does and the customer's experience.
- B. list of actions that define the interactions between a role and a system to achieve a goal.
- C. list of instructions customers use for their software.
- D. list of actions or event steps that a customer uses.
Answer: B
NEW QUESTION 52
What is a common indicator of customer health?
- A. number of services purchased
- B. amount of money spent on the solution
- C. customer satisfaction metric
- D. number of licenses purchased
Answer: C
NEW QUESTION 53
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. risk management credibility
- B. employee satisfaction
- C. cost efficiency
- D. sustainability
Answer: B,C
NEW QUESTION 54
Why should a customer's success be documented?
- A. to establish KPIs that measure success
- B. to provide awareness of the value achieved by the solution
- C. to document roles and responsibilities for project management
- D. to provide expansion opportunities for the sales team
Answer: B
NEW QUESTION 55
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution features
- B. renewal of solution subscription
- C. deployment of solution
- D. purchase of a new solution
- E. expansion of solution services
Answer: A,C
Explanation:
Explanation/Reference:
NEW QUESTION 56
Which activity reduces the risk of chum?
- A. educating on product features
- B. expanding the customer footprint
- C. lowering the service level
- D. providing a discount on renewal
Answer: B
NEW QUESTION 57
Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has a high probability to renew and will include an expanded opportunity
- B. The customer's usage has seen a recent decline and the chance of them churning will be higher
- C. The customer's usage is too low to correctly measure the chance of their retention
- D. The customer has increased usage, which shows a strong indicator of renewal
Answer: B
NEW QUESTION 58
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. account relationships identified
- B. stakeholders identified
- C. network diagrams discussed
- D. organization chart discussed
- E. desired business outcomes discussed
Answer: B,E
NEW QUESTION 59
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Use
- B. Onboard
- C. Implement
- D. Adopt
Answer: B
NEW QUESTION 60
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
- B. Build an understanding of your customer's business and market trends and priorities.
- C. Engage with the account team to understand the expansion opportunities.
- D. Perform a deep analysis of all the sales orders for the past 24 months.
Answer: B
NEW QUESTION 61
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
- A. benefit
- B. customer relationship
- C. cost
- D. value
Answer: D
NEW QUESTION 62
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)
- A. green health scores over intermittent time periods
- B. results that are not measurable
- C. successful contract renewal
- D. continuing results based on unexpected value
- E. moments of success when the customer acknowledges progress
Answer: C,E
NEW QUESTION 63
What is Quarterly Success Review?
- A. technical analysis that outlines the implementation plan and adoption barriers.
- B. new success plan that focuses on the upcoming goals for the customer.
- C. gap analysis that focuses on the state of the customer's current architecture.
- D. a conversation that outlines key initiatives that are agreed upon in the success plan.
Answer: C
NEW QUESTION 64
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. capability gap
- B. consumption gap
- C. organizational gap
- D. financial gap
Answer: B
NEW QUESTION 65
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. confirmation of customer business outcomes
- B. review of product roadmap
- C. agreement of key stakeholders
- D. scheduling of Quarterly Success Review
- E. completion of customer training
Answer: A,C
NEW QUESTION 66
Which two options are reasons why effective communications is key to success? (Choose two.)
- A. It allows other strengths to create maximum impact.
- B. It allows effective interaction between stakeholders.
- C. Can help mitigate the intrinsic risks within negotiation.
- D. Can help lessen the impact of business weakness.
Answer: B,D
NEW QUESTION 67
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. No action is needed because the customer will probably renew and you can address the issue after the renewal
- B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- C. Contact the services team and request that they reach out to the customer to address the solution
- D. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
Answer: B
NEW QUESTION 68
Customer A has 120 000 employees and a meeting booking system that is 20 years old It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. process barrier
- B. cost barrier
- C. cultural barrier
- D. technical barrier
- E. product barrier
Answer: C,E
NEW QUESTION 69
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