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820-605 Questions and Answers

Question # 6

Which method is directly associated with evaluating a customer outcome?

A.

milestones

B.

key performance indicators

C.

metrics

D.

benchmarks

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Question # 7

Which type of information should be captured during the first customer engagement?

A.

cases escalated to technical support

B.

expansion opportunities

C.

customer's desired outcomes

D.

stakeholder map

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Question # 8

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A.

help desk data

B.

health score

C.

risk management

D.

telemetry

E.

training surveys

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Question # 9

What is a technical adoption barrier?

A.

lack of integration with other products

B.

underutilization of licenses

C.

untrained customer user group

D.

customer not measuring product value

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Question # 10

Which element evaluates a customer outcome?

A.

key performance indicators

B.

milestones

C.

metrics

D.

benchmarks

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Question # 11

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

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Question # 12

You notice a decline over time in your customer’s usage of your product. Which action do you consider?

A.

Tell the customer a new solution will soon be available

B.

Carefully tell the customer to get more people to use your product

C.

Re-assess the customer’s business process and outline the capability of the solution

D.

Show the customer a comparison of the solution versus the competition

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Question # 13

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

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Question # 14

Which task drives advocacy with customer stakeholders?

A.

creating a success story

B.

creating a Customer Success Plan

C.

creating technical documentation

D.

creating a stakeholder map

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Question # 15

Which perspectives are covered in a balanced scorecard?

A.

customer, employee, partner, risk

B.

business process, customer, financial, learning, growth

C.

competition, culture, financial. IT systems

D.

business outcomes, customer, employee, risk

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Question # 16

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.

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Question # 17

Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

A.

Design and propose a discount on product G.

B.

Contact and collaborate with the individuals involved in the onboarding of product E.

C.

Offer and encourage the opportunity for the customer to participate in a success story for product F.

D.

Identify and document barriers that impact product C.

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Question # 18

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.

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