Practice Free 820-605 Exam Online Questions
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)
- A . Deployment
- B . Adoption
- C . Awareness
- D . Evaluation
- E . Experience
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
- A . Engage with the account team to understand the expansion opportunities.
- B . Perform a deep analysis of all the sales orders to the past 24 months.
- C . Document customer’s current technical escalations.
- D . Speak the internal contacts to understand the customer’s priorities and sentiment.
You notice a decline over time in your customer’s usage of your product.
Which action do you consider?
- A . Tell the customer a new solution will soon be available
- B . Carefully tell the customer to get more people to use your product
- C . Re-assess the customer’s business process and outline the capability of the solution
- D . Show the customer a comparison of the solution versus the competition
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
- D . customer’s stakeholders and their business outcomes
- E . additional features that will align with the business outcomes
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A . Onboard
- B . Purchase
- C . Implement
- D . Select
Which scenario represents a use case expand opportunity?
- A . usage KPIs are on target entering the fourth quarter
- B . supplementary training sessions are organized on existing features
- C . solution management team adds headcount
- D . endpoint security solution extended to cover data center servers in addition to laptops
Which perspectives are covered in a balanced scorecard?
- A . customer, employee, partner, risk
- B . business process, customer, financial, learning, growth
- C . competition, culture, financial. IT systems
- D . business outcomes, customer, employee, risk
B
Explanation:
Reference: https://balancedscorecard.org/bsc-basics/articles-videos/the-four-perspectives-of-the-balanced-scorecard/#:~:text=The%20four%20perspectives%20of%20a,Process%2C%20and%20Learning%20and%20Growth
What is a leading indicator of adoption in the healthscore?
- A . renewal
- B . integrated account plan
- C . product sales
- D . product quality
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 . Have marketing write a blog post about the new solution.
- B . Encourage the customer to purchase updated endpoints.
- C . Block all alternative chat and video collaboration systems.
- D . Conduct a survey to determine which collaboration solutions users are using.
- E . Advertise additional user training sessions throughout the organization.
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 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. - 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 selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.