How Many Questions Of 820-605 Training Materials

NEW QUESTION 1
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company’s success? (Choose two.)

• A. risk management
• B. credibility
• C. business growth
• D. cost efficiency
• E. sustainability

Answer: CE

NEW QUESTION 2
In which stage does the Customer Success Manager initially validate stakeholders?

• A. onboarding
• B. deployment
• C. utilization
• D. purchase

Answer: A

NEW QUESTION 3
Which two actions are in adoption campaign? (Choose two.)

• A. messaging to users on best practice approaches to their solution
• B. messaging to stakeholders on new product releases
• C. messaging to stakeholders on the new features of their solution
• D. survey sent to all end users
• E. renewal reminder to stakeholders

Answer: AC

NEW QUESTION 4
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. sustainability
• B. credibility
• C. time to market
• D. business growth
• E. cost efficiency

Answer: AE

NEW QUESTION 5
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

• A. Document the session, stakeholder interests, and metrics for leadership
• B. Create a success plan to be reviewed with the customer at the next review meeting
• C. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Answer: A

NEW QUESTION 6
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

• A. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 7
Which two results of a successful customer onboarding stage are the most important? (Choose two.)

• A. organization chart discussed
• B. account relationships identified
• C. desired business outcomes discussed
• D. stakeholders identified
• E. network diagrams discussed

Answer: CD

NEW QUESTION 8
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

• A. Suggest that the customer replace their existing staff
• B. Provide the customer with a chargeable deployment service
• C. Re-enforce the time to value of the solution
• D. Give the customer a discount on a future purchase

Answer: C

NEW QUESTION 9
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. moments of success when the customer acknowledges progress
• B. successful contract renewal
• C. green health scores over intermittent time periods
• D. continuing results based on unexpected value
• E. results that are not measurable

Answer: AB

NEW QUESTION 10
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

• A. Run analysis on all the license types used by the customer on all platforms
• B. Share the report with the customer point of contact for license types B and D and determine causes
• C. Provide trending information on license types B and D and share with all stakeholders
• D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Answer: A

NEW QUESTION 11
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

• A. KPI that will be improved by the new product solution
• B. current existing products that are being displaced by the solution
• C. current configuration guide of the product solution
• D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION 12
What is a financial implication of churn?

• A. loss of revenue
• B. increased production
• C. reduced product utilization
• D. contract expansion

Answer: A

NEW QUESTION 13
Which statement describes the difference between customer success and customer sales?

• A. Customer sales is about selling solutions to meet business need
• B. Customer success is about getting customers to utilize those solutions to get the value they intended.
• C. 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.
• D. 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.
• E. Customer sales is about selling solutions to meet business need
• F. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Answer: A

NEW QUESTION 14
Which two actions are critical when communicating with executives? (Choose two.)

• A. Keep services as a primary topic
• B. Focus on the value achieved
• C. Incorporate the sales team’s plan
• D. Target executive priorities
• E. Focus on technical details

Answer: BD

NEW QUESTION 15
Which statement describes an end user adoption barrier?

• A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• C. The budget is insufficient to implement the solution for a new branch of the business.
• D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

NEW QUESTION 16
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. financial gap
• C. consumption gap
• D. organizational gap

Answer: C

NEW QUESTION 17
What is the best reason for documenting your customer’s success?

• A. To provide awareness of the value achieved by the customer’s purchased solution
• B. To establish KPI’s that measure the success of your company’s business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

Answer: B

NEW QUESTION 18
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

• A. Twice yearly student and staff surveys with two QUESTION NO:s related to IT
• B. Measure the number of complaints raised by students
• C. Combination of tailored surveys and IT tools-based metrics
• D. Implement staff Super Users to provide feedback

Answer: B

NEW QUESTION 19
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