Updated 820-605 Exam Dumps (V21.03) – Help You Prepare for Your Customer Success Manager (CSM) 820-605 Exam Well

1. A Customer Success Manager was assigned a strategic new account.

Which action prepares them for the customer introduction meeting?

2. What is a lagging indicator of the customer achieving the value proposition?

3. 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.)

4. What is a common indicator of customer health?

5. Which Customer Success activity is critical from the supplier perspective?

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

7. What is a business adoption barrier?

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

9. Which two activities support Customer Success planning? (Choose two.)

10. A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution.

Which steps with the Project and Operations teams ensure a successful adoption?

11. A customer complains about the number of times they must explain their problems and ask different team members to find a solution.

How can this issue be avoided?

12. Refer to the exhibit.

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

13. Which factor delays time to value?

14. What is the purpose of targeted use cases?

15. What defines a use case?

16. Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

17. What is a technical adoption barrier?

18. Which perspectives are covered in a balanced scorecard?

19. Which scenario represents a use case expand opportunity?

20. Which action should a Customer Success Manager take when the product utilization score is not improving?

21. Which action should be taken when new company leadership is forcing a competitor’s solution?

22. Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.

Which adoption barrier will the customer encounter?

23. What are two drivers for Customer Success? (Chooser two)

24. How can Customer Success Plan tracking drive additional license purchases?

25. Refer to the exhibit.

Which initial action does a Customer Success Manager take?

26. Which two actions are in adoption campaign? (Choose two.)

27. Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

28. Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

29. A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.

What is the first step of the mitigation plan?

30. How are operating expenses (OpEx) different from capital expenses (CapEx)?

31. What is the purpose of capturing moments of success with a customer?

32. Refer to the exhibit.

Which action must be taken by Customer Success Manager?

33. Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line).

Which statement about the customer is true?

34. You are a Customer Success Manager and have just been assigned a strategic new account.

Which course of action is the best to help you prepare for the first customer introduction meeting?

35. Refer to the exhibit.

What does this health score indicate?

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

37. What is a financial implication of churn?

38. 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?

39. DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

40. During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media.

In which stage is the customer?

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

42. Which of these is included in a success plan?

43. From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

44. What are two examples of leveraging data to identify a customer barrier? (choose two)

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

46. What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

47. Which method is directly associated with evaluating a customer outcome?

48. Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation.

Which reports are critical to the success of the meeting?

49. In which stage does the Customer Success Manager initially validate stakeholders?

50. Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

51. Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company.

Which two opportunities can lead to advocacy? (Choose two.)

52. A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization’s new leadership does not have a historical perspective of the expected outcomes.

Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

53. Which activity reduces the risk of chum?

54. What defines customer success?

55. What is the first step a Customer Success Manager should take to identify why the solution was purchased?

56. The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties.

Which best practice will help prevent this type of disagreement?

57. Which element evaluates a customer outcome?

58. Which Key Performance Indicators contribute to customer value achievements?

59. What is a consideration in evaluating readiness for adoption?

60. What is Quarterly Success Review?