820-605 Free Certification Exam Material from ExamPrepAway with 103 Questions
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NEW QUESTION 52
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Join the sales and marketing strategy meetings
- B. Manage the service issues and escalations
- C. No action is necessary as long as the health index is green
- D. Review and update the success plan for ongoing activities
- E. Observe the online image of the customer
Answer: B,D
NEW QUESTION 53
Which two actions are critical when communicating with executives? (Choose two.)
- A. Incorporate the sales team's plan
- B. Focus on technical details
- C. Target executive priorities
- D. Keep services as a primary topic
- E. Focus on the value achieved
Answer: C,D
NEW QUESTION 54
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. organizational gap
- B. capability gap
- C. consumption gap
- D. financial gap
Answer: C
NEW QUESTION 55
On which two objectives should communication with customer executives focus? (Choose two)
- A. user training
- B. time to value
- C. new sales
- D. return on investment
- E. product improvement
Answer: B,D
NEW QUESTION 56
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Block all alternative chat and video collaboration systems.
- B. Conduct a survey to determine which collaboration solutions users are using.
- C. Advertise additional user training sessions throughout the organization.
- D. Encourage the customer to purchase updated endpoints.
- E. Have marketing write a blog post about the new solution.
Answer: B,C
NEW QUESTION 57
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. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Run analysis on all the license types used by the customer on all platforms
Answer: D
NEW QUESTION 58
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. cost efficiency
- B. sustainability
- C. risk management
- D. market growth
Answer: C
NEW QUESTION 59
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- B. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
- C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: D
NEW QUESTION 60
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. 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
- C. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- D. Engage the service delivery manager and request two days of free consultation for the customer
Answer: B
NEW QUESTION 61
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two )
- A. cost efficiency
- B. sustainability
- C. business growth
- D. employee satisfaction
- E. time to market
Answer: B,D
NEW QUESTION 62
Which expense is an operating expense (OPEX)?
- A. payroll
- B. computer equipment
- C. software
- D. office improvements
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 63
What are two examples of expand opportunities? (Choose two.)
- A. increasing license count
- B. hosting an executive review
- C. providing solution optimization services
- D. training on existing features
- E. adding headcount to manage solution by the customer
Answer: C,D
NEW QUESTION 64
Your client, the Director of IT Policy and Governance of Eastembank 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, number of meetings user initiated, number of meetings user joined
- B. number of users registered, bandwidth utilization, number of training sessions user joined
- C. number of users registered, service logs, number of users
- D. network utilization, number of meetings user initiated, number of users
Answer: D
NEW QUESTION 65
Drag and Drop Question
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 66
What is Quarterly Success Review?
- A. gap analysis that focuses on the state of the customer's current architecture.
- B. new success plan that focuses on the upcoming goals for the customer.
- C. a conversation that outlines key initiatives that are agreed upon in the success plan.
- D. technical analysis that outlines the implementation plan and adoption barriers.
Answer: B
NEW QUESTION 67
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. diagnostic
- B. prescriptive
- C. predictive
- D. descriptive
Answer: C
NEW QUESTION 68
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