820-605 exam

What is the purpose of capturing moments of success with a customer?A . expanding the purchased solutionB . recognizing the value of the engagementC . renewing the contract and subscriptionD . validating deployment of the solutionView AnswerAnswer: B

Which perspectives are covered in a balanced scorecard?A . customer, employee, partner, riskB . business process, customer, financial, learning, growthC . competition, culture, financial. IT systemsD . business outcomes, customer, employee, riskView AnswerAnswer: 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

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...

What is a common indicator of customer health?A . number of services purchasedB . number of licenses purchasedC . customer satisfaction metricD . amount of money spent on the solutionView AnswerAnswer: C

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...

What is the purpose of capturing moments of success with a customer?A . expanding the purchased solutionB . recognizing the value of the engagementC . renewing the contract and subscriptionD . validating deployment of the solutionView AnswerAnswer: B

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?A . Twice yearly student and staff surveys with two QUESTIONs related to ITB . Measure the number of complaints raised by studentsC . Combination...

What is the customer success objective of a Quarterly Success Review?A . Introduce new products and services.B . Evaluate renewal contract.C . Align work effort to outcomes.D . Create a success plan.View AnswerAnswer: C

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)A . completion of customer trainingB . confirmation of customer business outcomesC . review of product roadmapD . scheduling of Quarterly Success ReviewE . agreement of key stakeholdersView AnswerAnswer: B, E

Which of these is included in a success plan?A . confidential customer informationB . customer business outcomesC . customer HR processesD . services costView AnswerAnswer: B,