820-605 Online Practice Questions and Answers

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.

What is the best method to measure customer consumption of technology?

A. telemetry and analytics

B. recurring revenue management

C. enterprise CRM and incident management

D. content management

Which activity reduces the risk of chum?

A. providing a discount on renewal

B. lowering the service level

C. expanding the customer footprint

D. educating on product features

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 is a key driver that is creating the need for customer success?

A. financial resources

B. subscription economy

C. advanced specializations

D. portfolio management

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

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

Which action should a Customer Success Manager take when the product utilization score is not improving?

A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.

B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.

C. Review the support case history to identify product quality or customer education issues.

D. Contact the product operations team to review the telemetry and offer insights to the customer.

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

Refer to the exhibit.

What is the concern for a Customer Success Manager within this task of the RACI matrix?

A. Lack of sufficient expertise with minimal consulting stakeholders engaged.

B. Running the risk of under communicating with too few stakeholders involved.

C. It is difficult to get a consensus or agreement with the number of roles accountable.

D. Too many people are responsible, which leaves no clear leader.