820-605 practice questions 1–10

1. Question 1 · 104 in bank

   Which statement describes the difference between customer success and customer sales?

   • ACustomer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
   • BCustomer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.
   • CCustomer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.
   • DCustomer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

   Show answer

   Answer: A

   Next question

2. Question 2 · 104 in bank

   Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

   • AService organizations must evolve from a ג€break fixג€ business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
   • BIT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
   • CIT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
   • DThe accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

   Show answer

   Answer: C

   Next question

3. Question 3 · 104 in bank

   Which definition of customer success is true?

   • AIt is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
   • BIt is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
   • CIt 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.
   • DIt 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.

   Show answer

   Answer: A

   Next question

4. Question 4 · 104 in bank

   Which list of components of a Customer Success Quarterly Success Review is common?

   • Aresults from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
   • Bresults from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
   • Cresults from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
   • Dresults from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

   Show answer

   Answer: C

   Next question

5. Question 5 · 104 in bank

   Which type of KPI is of the most interest to Customer Success?

   • Abusiness KPIs that define progress to the Business Outcome
   • Bsales KPIs for revenue generation
   • CIT services KPIs for operations
   • DOPEX KPIs that define the operational costs of the company

   Show answer

   Answer: A

   Next question

6. Question 6 · 104 in bank

   Select 2

   Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

   • Acompletion of customer training
   • Bconfirmation of customer business outcomes
   • Creview of product roadmap
   • Dscheduling of Quarterly Success Review
   • Eagreement of key stakeholders

   Show answer

   Answer: BE

   Next question

7. Question 7 · 104 in bank

   Why should a customer's success be documented?

   • Ato establish KPIs that measure success
   • Bto document roles and responsibilities for project management
   • Cto provide awareness of the value achieved by the solution
   • Dto provide expansion opportunities for the sales team

   Show answer

   Answer: C

   Next question

8. Question 8 · 104 in bank

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

   • Afinancial resources
   • Bsubscription economy
   • Cadvanced specializations
   • Dportfolio management

   Show answer

   Answer: B

   Next question

9. Question 9 · 104 in bank

   What is the main objective of customer success?

   • Acustomer's return on investment
   • Bknown and unknown features of our product and solutions
   • Ccustomer's reduction of risk
   • Doutcomes customers are trying to achieve

   Show answer

   Answer: D

   Next question

10. Question 10 · 104 in bank

    Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

    • Aincrease in new subscribers or increase in end users
    • Bnumber of incidents reported or number of compliance issues
    • Creduction in headcount or operational support costs
    • Dcustomer and employee feedback
    • Enumber of activities completed or increase in direct time

    Show answer

    Answer: E

    Next question

Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

820-605 practice, question 1. 104 questions available.