820-605 practice questions 81–90

1. Question 81 · 104 in bank

   Select 2

   The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

   • ACreate a new Health Index dashboard with the Sales team.
   • BEvaluate the customer’s expertise in managing the purchased solution.
   • CExamine solution pricing with the Renewals Manager.
   • DSchedule Quarterly Business Review with the new leadership team.
   • EReview the original business case and reassess desired outcomes with the new leadership team.

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   Answer: DE

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2. Question 82 · 104 in bank

   Which factor delays time to value?

   • Aunreviewed Success Plan
   • Bunpaid invoice
   • Closs of project sponsor
   • Dnegative Net Promoter Score

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   Answer: B

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3. Question 83 · 104 in bank

   In which lifecycle stage would a lack of skilled resources be identified as a barrier?

   • Asales proof of concept
   • Blate-stage adoption
   • Cearly-stage adoption
   • Dsolution renewal

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   Answer: C

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4. Question 84 · 104 in bank

   As a Customer Success Manager, what is the most important metric to uncover during onboarding?

   • Acost
   • Bvalue
   • Cbenefit
   • Dcustomer relationship

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   Answer: D

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5. Question 85 · 104 in bank

   What is the order of the key elements of process improvement for Customer Success?

   • Ameasure, define, analyze, control, improve
   • Bdefine, measure, analyze, improve, control
   • Cdefine, analyze, measure, improve, control
   • Danalyze, define, measure, control, improve

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   Answer: B

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6. Question 86 · 104 in bank

   A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

   • AEngage with the account team to understand the expansion opportunities.
   • BPerform a deep analysis of all the sales orders to the past 24 months.
   • CDocument customer’s current technical escalations.
   • DSpeak the internal contacts to understand the customer’s priorities and sentiment.

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   Answer: D

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7. Question 87 · 104 in bank

   Which scenario represents a use case expand opportunity?

   • Ausage KPIs are on target entering the fourth quarter
   • Bsupplementary training sessions are organized on existing features
   • Csolution management team adds headcount
   • Dendpoint security solution extended to cover data center servers in addition to laptops

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   Answer: D

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8. Question 88 · 104 in bank

   As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

   • ATalk to senior management to explain the benefits of success story creations.
   • BExplain that this is a role metric that is needed to satisfy quotas.
   • CMake the story for internal use only.
   • DOffer the customer free products or services as an incentive.

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   Answer: C

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9. Question 89 · 104 in bank

   Which activity should happen after successful customer value realization?

   • APublish a case study that presents the customer success story.
   • BIdentify lessons learned and see how the engagement time can be shortened.
   • CFully engage in a feature planning session for the future.
   • DReview usage, potential roadblocks, and bottlenecks to product engagement.

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   Answer: B

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10. Question 90 · 104 in bank

    What is a leading indicator of adoption in the healthscore?

    • Arenewal
    • Bintegrated account plan
    • Cproduct sales
    • Dproduct quality

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    Answer: D

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820-605 practice, question 81. 104 questions available.