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NEW QUESTION # 75
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
- A. Determine if there has been a change in resourcing or stakeholders.
- B. Introduce new features that have been recently enabled within the product.
- C. Offer upfront discounts and secure the business for as many years as possible.
- D. Review priorities from the Success Plan with customer leadership.
- E. Sell additional training to the customer.
Answer: A,D
NEW QUESTION # 76
Which task drives advocacy with customer stakeholders?
- A. creating a success story
- B. creating technical documentation
- C. creating a stakeholder map
- D. creating a Customer Success Plan
Answer: A
NEW QUESTION # 77
What is Quarterly Success Review?
- A. a conversation that outlines key initiatives that are agreed upon in the success plan.
- B. new success plan that focuses on the upcoming goals for the customer.
- C. gap analysis that focuses on the state of the customer's current architecture.
- D. technical analysis that outlines the implementation plan and adoption barriers.
Answer: A
NEW QUESTION # 78
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )
- A. business growth
- B. credibility
- C. risk management
- D. cost efficiency
- E. sustainability
Answer: A,B
NEW QUESTION # 79
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
- A. Provide customers with relevant use cases for the purchased solution.
- B. Clarify roles and responsibilities with the stakeholders.
- C. Ensure that the customer knows the point of contact for product training.
- D. Share the company's organizational chart with the support team.
Answer: B
NEW QUESTION # 80
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. Create a success plan to be reviewed with the customer at the next review meeting
- B. Document the session, stakeholder interests, and metrics for leadership
- C. Provide technical configuration for development
- D. Discuss new opportunities and new products to purchase
Answer: B
NEW QUESTION # 81
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. lack of common features
- B. limited telemetry
- C. business misalignment
- D. lack of communication
- E. purchase policy process
Answer: B,D
NEW QUESTION # 82
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. service introduction to confirm that they know how to submit service issues at the go live
- B. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- C. additional features that will align with the business outcomes
- D. Quarterly Success Review build and delivery
Answer: D
NEW QUESTION # 83
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 business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- C. 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.
- D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
Answer: D
Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION # 84
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
- A. Customer Success Manager
- B. Delivery Team
- C. Account Manager
- D. Customer Success Specialist
Answer: A
NEW QUESTION # 85
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
- A. Identify and document barriers that impact product C.
- B. Design and propose a discount on product G.
- C. Offer and encourage the opportunity for the customer to participate in a success story for product F.
- D. Contact and collaborate with the individuals involved in the onboarding of product E.
Answer: A
NEW QUESTION # 86
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 # 87
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION # 88
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Observe the online image of the customer
- B. No action is necessary as long as the health index is green
- C. Manage the service issues and escalations
- D. Review and update the success plan for ongoing activities
- E. Join the sales and marketing strategy meetings
Answer: B,D
NEW QUESTION # 89
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- A. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
- B. OpEx has depreciation, while there is no deprecation with CapEx.
- C. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
- D. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
Answer: A
NEW QUESTION # 90
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. customer's stakeholders and their business outcomes
- B. initial user group identified and their use cases confirmed
- C. service introduction to confirm that they know how to submit service issues at the go live
- D. additional features that will align with the business outcomes
- E. Quarterly Success Review build and delivery
Answer: A,E
NEW QUESTION # 91
Which two actions are critical when communicating with executives? (Choose two).
- A. Focus on technical details.
- B. Focus on the value achieved.
- C. Target executive priorities
- D. Keep services as a primary topic.
- E. Incorporate the sales team's plan.
Answer: B,E
NEW QUESTION # 92
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 93
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. limited telemetry
- B. lack of common features
- C. business misalignment
- D. purchase policy process
- E. lack of communication
Answer: D,E
NEW QUESTION # 94
What are two barriers to adoption within an organization? (Choose two.)
- A. inadequate knowledge and skills
- B. agile development model
- C. solution implemented by partner
- D. organizational silos
- E. centralized IT organization
Answer: A,C
NEW QUESTION # 95
Which method is directly associated with evaluating a customer outcome?
- A. key performance indicators
- B. benchmarks
- C. milestones
- D. metrics
Answer: D
NEW QUESTION # 96
What is a key driver that is creating the need for customer success?
- A. advanced specializations
- B. subscription economy
- C. portfolio management
- D. financial resources
Answer: B
NEW QUESTION # 97
Which type of KPI is of the most interest to Customer Success?
- A. IT services KPIs for operations
- B. sales KPIs for revenue generation
- C. business KPIs that define progress to the Business Outcome
- D. OPEX KPIs that define the operational costs of the company
Answer: C
NEW QUESTION # 98
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 # 99
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