Question 1

Which activity reduces the risk of chum?

Options :

A : providing a discount on renewal

B : lowering the service level

C : expanding the customer footprint

D : educating on product features

Answer: C

Question 2

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

Options :

A : capability gap

B : financial gap

C : consumption gap

D : organizational gap

Answer: C

Question 3

Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

Options :

A : Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

B :

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

C : Provide recommendations for training or suggest new features based on data analysis.

D : Perform a marketing campaign and share the roadmap of new products.

Answer: C

Question 4

What are the sources used to identify barriers?

Options :

A : customer, product, usage

B : people, plan, process

C : success plan, tools, training

D : people, process, tools

Answer: D

Question 5

What is a common indicator of customer health?

Options :

A : number of services purchased

B : number of licenses purchased

C : customer satisfaction metric

D : amount of money spent on the solution

Answer: C

Free 820-605 Mock Exam – Practice Online Confidently