820-605 Online Practice Questions and Answers

In which stage does the Customer Success Manager initially validate stakeholders?

A. onboarding

B. deployment

C. utilization

D. purchase

What is a common indicator of customer health?

A. number of services purchased

B. number of licenses purchased

C. customer satisfaction metric

D. amount of money spent on the solution

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

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

A. Review the bill of materials

B. Evaluate the Customer Success Plan

C. Collaborate with the sales team.

D. Engage with the customer

What is a type of expansion opportunity?

A. additional user groups

B. positive customer sentiment

C. strong stakeholder communication

D. using latest release versions

A Customer Success Manager must deliver high touch customer success experience.

Which customer engagement model must be used?

A. Utilize a digital engagement so all your customers experience the touch of customer success

B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

C. Utilize the service team to form a larger internal team to lead the engagement

D. Utilize people to focus your customers in a 1:many customer success experience

What is a financial implication of churn?

A. loss of revenue

B. increased production

C. reduced product utilization

D. contract expansion

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

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.

DRAG DROP

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.

Select and Place: