820-605 practice questions 11–20

1. Question 11 · 104 in bank

   What is the value proposition of customer success for customers?

   • Aincremental rewards
   • Bbusiness vision support
   • Ctechnical assistance prioritization
   • Dexternal publicity

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   Answer: B

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2. Question 12 · 104 in bank

   What is a financial implication of churn?

   • Aloss of revenue
   • Bincreased production
   • Creduced product utilization
   • Dcontract expansion

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   Answer: A

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3. Question 13 · 104 in bank

   Which activity reduces the risk of churn?

   • Aexpanding the customer footprint
   • Blowering the service level
   • Cproviding a discount on renewal
   • Deducating on product features

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   Answer: D

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4. Question 14 · 104 in bank

   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?

   • ATwice yearly student and staff surveys with two questions related to IT
   • BMeasure the number of complaints raised by students
   • CCombination of tailored surveys and IT tools-based metrics
   • DImplement staff Super Users to provide feedback

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   Answer: B

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5. Question 15 · 104 in bank

   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?

   • ADocument the session, stakeholder interests, and metrics for leadership
   • BCreate a success plan to be reviewed with the customer at the next review meeting
   • CProvide technical configuration for development
   • DDiscuss new opportunities and new products to purchase

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   Answer: B

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6. Question 16 · 104 in bank

   Select 2

   Which of these is included in a success plan?

   • Aconfidential customer information
   • Bcustomer business outcomes
   • Ccustomer HR processes
   • Dservices cost

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   Answer: BD

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7. Question 17 · 104 in bank

   What is the customer success objective of a Quarterly Success Review?

   • AEvaluate renewal contract.
   • BIntroduce new products and services.
   • CAlign work effort to outcomes
   • DCreate a success plan

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   Answer: C

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8. Question 18 · 104 in bank

   In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

   • AOnboard
   • BUse
   • CAdopt
   • DImplement

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   Answer: A

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9. Question 19 · 104 in bank

   Which task drives advocacy with customer stakeholders?

   • Acreating a stakeholder map
   • Bcreating a Customer Success Plan
   • Ccreating technical documentation
   • Dcreating a success story

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   Answer: D

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10. Question 20 · 104 in bank

    What is a Quarterly Success Review?

    • Agap analysis that focuses on the state of the customer's current architecture
    • Bnew success plan that focuses on the upcoming goals for the customer
    • Cconversation that outlines the key initiatives that are agreed upon in the success plan
    • Dtechnical analysis that outlines the implementation plan and adoption barriers

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    Answer: C

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820-605 practice, question 11. 104 questions available.