820-605 試験問題と解答 - 模擬練習 - 練習問題・模擬試験

Question No : 1
Which type of KPI is of the most interest to Customer Success?

A.business KPIs that define progress to the Business Outcome
B.sales KPIs for revenue generation
C.IT services KPIs for operations
D.OPEX KPIs that define the operational costs of the company

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Question No : 2
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

A.Deployment
B.Adoption
C.Awareness
D.Evaluation
E.Experience

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Question No : 3
What is the value proposition of customer success for customers?

A.business vision support
B.technical assistance prioritization
C.external publicity
D.incremental rewards

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Question No : 4
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

A.KPIs
B.Stakeholder Map
C.RACI
D.Health Index Report

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Question No : 5
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.service introduction to confirm that they know how to submit service issues at the go live
C.initial user group identified and their use cases confirmed
D.customer’s stakeholders and their business outcomes
E.additional features that will align with the business outcomes

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Question No : 6
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

A.Delivery Team
B.Account Manager
C.Customer Success Manager
D.Customer Success Specialist

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Question No : 7
A Customer Success Manager must deliver high touch customer success experience.
Which customer engagement model must be used?

A.Utilize a digital engagement so all your customers experience the touch of customer success
B.Utilize people to focus on the elite customers for a 1:1 or 1: few onsite customer success experience
C.Utilize the service team to form a larger internal team to lead the engagement
D.Utilize people to focus your customers in a 1: many customer success experience

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Question No : 8
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.Twice yearly student and staff surveys with two QUESTIONs related to IT
B.Measure the number of complaints raised by students
C.Combination of tailored surveys and IT tools-based metrics
D.Implement staff Super Users to provide feedback

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Question No : 9
Which definition of a use case is true?

A.comparison of the marketing description of what a product does to the customer’s experience
B.list of actions or event steps that a customer uses
C.list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
D.list of instructions that customer uses for their software

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Question No : 10
On which two objectives should communication with customer executives focus? (Choose two)

A.return on investment
B.new sales
C.product improvement
D.user training
E.time to value

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Question No : 11
What is Quarterly Success Review?

A.new success plan that focuses on the upcoming goals for the customer.
B.gap analysis that focuses on the state of the customer’s current architecture.
C.technical analysis that outlines the implementation plan and adoption barriers.
D.a conversation that outlines key initiatives that are agreed upon in the success plan.

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Question No : 12
What is a consideration in evaluating readiness for adoption?

A.Identify features or functions that are not deployed or underutilized.
B.Identify potential accelerators that could optimize performance.
C.Review customer acceptance test plan.
D.Validate that all required items have been purchased.

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Question No : 13
Which Key Performance Indicators contribute to customer value achievements?

A.profit and risk reduction
B.employee usage and training volume
C.product, services, and sales
D.cost, time, and customer satisfaction

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Question No : 14
Which element evaluates a customer outcome?

A.key performance indicators
B.milestones
C.metrics
D.benchmarks

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Question No : 15
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?

A.Adopt a lifecycle approach with a proactive review of service performance against KPIs.
B.Have the CSM define how value should be measured at the end of the contract period.
C.Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
D.Have the CIO define a clear IT strategy and implement the suggestions immediately.

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Cisco 820-605 問題練習