Practice Free 820-605 Exam Online Questions
How can Customer Success Plan tracking drive additional license purchases?
- A . The Success Plan tracks the mean time to failure of the solution.
- B . The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
- C . The Success Plan tracks gains in user productivity and communicates this back to the business.
- D . The Success Plan tracks the number of technical support cases opened.
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 . Engage the service delivery manager and request two days of free consultation for the customer
- B . Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- C . Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- D . 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
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 . Contact the services team and request that they reach out to the customer to address the solution
- B . Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- C . Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- D . No action is needed because the customer will probably renew and you can address the issue after the renewal
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
Which element of the renewal risk analysis is associated with a customer’s requests to maintain existing pricing?
- A . customer budget
- B . adoption barriers
- C . value realization
- D . competitive differentiation
What is the order of the key elements of process improvement for Customer Success?
- A . measure, define, analyze, control, improve
- B . define, measure, analyze, improve, control
- C . define, analyze, measure, improve, control
- D . analyze, define, measure, control, improve
B
Explanation:
Reference: https://www.pmi.org/learning/library/five-elements-process-oriented-project-6946#:~:text=DMAIC%20stands%20for%20Define%2C%20Measure,understand%2C%20a nd%20simply%20make%20sense
Which two elements are used to track and measure as key performance indicators? (Choose two.)
- A . lagging
- B . learning
- C . scoping
- D . leading
- E . strategizing
Which two activities support Customer Success planning? (Choose two.)
- A . service ticket tracking
- B . adoption barrier identification
- C . quality control
- D . service delivery program management
- E . KPI tracking
What are two barriers to adoption within an organization? (Choose two.)
- A . solution implemented by partner
- B . agile development model
- C . inadequate knowledge and skills
- D . centralized IT organization
- E . organizational silos
What is the purpose of targeted use cases?
- A . They highlight the product differentiation from a competitor.
- B . They define how a solution is applied to enable a desired outcome.
- C . They function without the purchase of additional services.
- D . They provide customers with ways to take advantage of additional features.