[Oct-2021] 820-605 Dumps Full Questions - Digital Transformation Specialist Exam Study Guide
Exam Questions and Answers for 820-605 Study Guide
NEW QUESTION 40
What is the best reason for documenting your customer's success?
- A. To provide expansion opportunities for your sales team.
- B. To document roles and responsibilities for your project management.
- C. To establish KPI'S that measure the success of your company's business.
- D. To provide awareness Of the value achieved by the customer's purchased solution.
Answer: D
NEW QUESTION 41
Which expense is aN operating expense (OPEX)?
- A. payroll
- B. computer equipment
- C. office improvements
- D. software
Answer: A
NEW QUESTION 42
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. telemetry
- B. health score
- C. training surveys
- D. risk management
- E. help desk data
Answer: B,E
NEW QUESTION 43
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. sustainability
- B. cost efficiency
- C. employee satisfaction
- D. risk management credibility
Answer: B,C
NEW QUESTION 44
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. descriptive
- B. predictive
- C. diagnostic
- D. prescriptive
Answer: A
NEW QUESTION 45
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. 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. - D. 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.
Answer: A
NEW QUESTION 46
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. scheduling of Quarterly Success Review
- B. confirmation of customer business outcomes
- C. completion of customer training
- D. review of product roadmap
- E. agreement of key stakeholders
Answer: C,E
NEW QUESTION 47
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. predictive
- B. diagnostic
- C. prescriptive
- D. descriptive
Answer: B
NEW QUESTION 48
What is the best reason for documenting your customer's success?
- A. To document roles and responsibilities for your project management
- B. To establish KPI's that measure the success of your company's business
- C. To provide awareness of the value achieved by the customer's purchased solution
- D. To provide expansion opportunities for your sales team
Answer: B
NEW QUESTION 49
DRAG DROP
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Select and Place:
Answer:
Explanation:
NEW QUESTION 50
Which expense is an operating expense (OPEX)?
- A. payroll
- B. computer equipment
- C. software
- D. office improvements
Answer: C
NEW QUESTION 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.)
- A. results that are not measurable
- B. moments of success when the customer acknowledges progress
- C. successful contract renewal
- D. continuing results based on unexpected value
- E. green health scores over intermittent time periods
Answer: B,C
NEW QUESTION 52
In which stage does the Customer Success Manager initially validate stakeholders?
- A. purchase
- B. utilization
- C. deployment
- D. onboarding
Answer: B
NEW QUESTION 53
What is a type of expansion opportunity?
- A. using latest release versions
- B. positive customer sentiment
- C. additional user groups
- D. strong stakeholder communication
Answer: B
NEW QUESTION 54
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. No action is necessary as long as the health index is green.
- B. Manage the service issues and escalations.
- C. Review and update the success plan for ongoing activities.
- D. Observe the online image of the customer.
- E. Join the sales and marketing strategy meetings.
Answer: A,E
NEW QUESTION 55
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )
- A. cost efficiency
- B. sustainability
- C. business growth
- D. credibility
- E. risk management
Answer: C,D
NEW QUESTION 56
Which definition of customer success is true?
- A. It 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.
- B. It 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.
- C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
Answer: A
NEW QUESTION 57
Which definition of a use case is true?
- A. list of instructions that customer uses tor their software
- B. comparison of the marketing description of what a product does and the customer's experience
- C. list of actions or event steps that a customer uses
- D. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
Answer: D
NEW QUESTION 58
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Keep services as a primary topic
- C. Incorporate the sales team's plan
- D. Focus on technical details
- E. Target executive priorities
Answer: A,E
NEW QUESTION 59
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?
- A. The customer's usage is too low to correctly measure the chance of their retention
- B. The customer has increased usage, which shows a strong indicator of renewal
- C. The customer has a high probability to renew and will include an expanded opportunity
- D. The customer's usage has seen a recent decline and the chance of them churning will be higher
Answer: D
NEW QUESTION 60
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