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Valid Way To Pass Digital Transformation Specialist's 820-605 Exam
NEW QUESTION 26
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 27
Which task drives advocacy with customer stakeholders?
- A. creating a stakeholder map
- B. creating a success story
- C. creating a Customer Success Plan
- D. creating technical documentation
Answer: C
NEW QUESTION 28
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 29
What are two barriers Of adoption in an organization? (Choose two )
- A. implementation issues
- B. lack of knowledge on solution
- C. hiring practices
- D. new product sales motion
- E. organizational announcements
Answer: A,D
NEW QUESTION 30
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. RACI
- B. Stakeholder Map
- C. KPIs
- D. Health Index Report
Answer: B
NEW QUESTION 31
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize people to focus your customers in a 1:many customer success experience
- B. Utilize the service team to form a larger internal team to lead the engagement
- C. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
- D. Utilize a digital engagement so all your customers experience the touch of customer success
Answer: C
NEW QUESTION 32
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: A
NEW QUESTION 33
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two )
- A. cost efficiency
- B. sustainability
- C. credibility
- D. time to market
- E. business growth
Answer: C,D
NEW QUESTION 34
What is a financial implication of churn?
- A. contract expansion
- B. reduced product utilization
- C. increased production
- D. loss of revenue
Answer: D
NEW QUESTION 35
What is a key driver that is creating the need for customer success?
- A. subscription economy
- B. financial resources
- C. advanced specializations
- D. portfolio management
Answer: B
NEW QUESTION 36
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. additional features that will align with the business outcomes
- C. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- D. Quarterly Success Review build and delivery
Answer: D
NEW QUESTION 37
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 38
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
Answer: A
NEW QUESTION 39
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. Combination of tailored surveys and IT tools-based metrics
- C. Implement staff Super Users to provide feedback
- D. Twice yearly student and staff surveys with two
Answer: A
NEW QUESTION 40
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)
- A. Examine the recent QBR results.
- B. Analyze the adoption report.
- C. Evaluate the architecture value cards.
- D. Research the list of accelerators.
- E. Review the account health score.
Answer: A,B
NEW QUESTION 41
Drag and Drop Question
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 42
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. detailed contract inventory
- B. questions to validate the interpreted analytical data
- C. support tickets reports and diagnostic information
- D. sales account plan
- E. customer annual report and quarterly business reviews
Answer: B,E
NEW QUESTION 43
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 44
Which expense is an operating expense (OPEX)?
- A. payroll
- B. computer equipment
- C. software
- D. office improvements
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 45
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 two main barriers to adoption does the customer face? (Choose two.)
- A. product barrier
- B. cultural barrier
- C. technical barrier
- D. cost barrier
- E. process barrier
Answer: B,C
NEW QUESTION 46
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION 47
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Show the customer a comparison of the solution versus the competition
- B. Re-assess the customer's business process and outline the capability of the solution
- C. Carefully tell the customer to get more people to use your product
- D. Tell the customer a new solution will soon be available
Answer: B
NEW QUESTION 48
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