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Digital Transformation Specialist 820-605 Exam Practice Dumps
NEW QUESTION 17
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. stakeholders identified
- B. network diagrams discussed
- C. account relationships identified
- D. desired business outcomes discussed
- E. organization chart discussed
Answer: A,D
NEW QUESTION 18
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. service introduction to confirm that they know how to submit service issues at the go live
- B. initial user group identified and their use cases confirmed
- C. additional features that will align with the business outcomes
- D. customer's stakeholders and their business outcomes
- E. Quarterly Success Review build and delivery
Answer: D,E
NEW QUESTION 19
In which stage does the Customer Success Manager initially validate stakeholders?
- A. purchase
- B. utilization
- C. deployment
- D. onboarding
Answer: B
NEW QUESTION 20
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 21
Drag and drop three valid elements of a success plan from the left to the right Not all options are used.
Answer:
Explanation:
NEW QUESTION 22
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. organizational gap
- B. capability gap
- C. consumption gap
- D. financial gap
Answer: C
Explanation:
Explanation/Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap
NEW QUESTION 23
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. cost efficiency
- B. sustainability
- C. risk management
- D. market growth
Answer: C
NEW QUESTION 24
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Product Sales Specialist
- B. Renewals Manager
- C. Customer Success Manager
- D. Account Manager
Answer: C
NEW QUESTION 25
What is the main objective of customer success?
- A. customer's return on investment
- B. known and unknown features of our product and solutions
- C. customer's reduction of risk
- D. outcomes customers are trying to achieve
Answer: D
NEW QUESTION 26
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. Understanding your customer's health directly enables renewals
- C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: B
NEW QUESTION 27
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?
- A. Measure the number of complaints raised by students.
- B. Twice yearly student and staff surveys with two questions related to IT
- C. Combination of tailored surveys and IT tools-based metrics.
- D. Implement staff Super Users to provide feedback
Answer: B
NEW QUESTION 28
What is Quarterly Success Review?
- A. gap analysis that focuses on the state of the customer's current architecture.
- B. new success plan that focuses on the upcoming goals for the customer.
- C. a conversation that outlines key initiatives that are agreed upon in the success plan.
- D. technical analysis that outlines the implementation plan and adoption barriers.
Answer: B
NEW QUESTION 29
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 30
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. questions to validate the interpreted analytical data
- B. support tickets reports and diagnostic information
- C. sales account plan
- D. customer annual report and quarterly business reviews
- E. detailed contract inventory
Answer: A,E
NEW QUESTION 31
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. Quarterly Success Review build and delivery
- B. initial user group identified and their use cases confirmed
- C. additional features that will align with the business outcomes
- D. customer's stakeholders and their business outcomes
- E. service introduction to confirm that they know how to submit service issues at the go live
Answer: D,E
NEW QUESTION 32
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
- A. Identify the adoption barriers.
- B. Review the financial index.
- C. Recommend expansion opportunities
- D. Develop a customer testimonial.
Answer: A
NEW QUESTION 33
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- B. No action is needed because the customer will probably renew and you can address the issue after the renewal
- C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- D. Contact the services team and request that they reach out to the customer to address the solution
Answer: A
NEW QUESTION 34
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT 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.
- B. IT 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.
- C. The 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. - D. Service organizations must evolve from a "break fix" 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.
Answer: A
NEW QUESTION 35
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