NEW QUESTION 1
Which list of components of a Customer Success Quarterly Success Review is common?

• A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for thenext quarter
• B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
• C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
• D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Answer: C

NEW QUESTION 2
What is the best method to measure customer consumption of technology?

• A. telemetry and analytics
• B. recurring revenue management
• C. enterprise CRM and incident management
• D. content management

Answer: A

NEW QUESTION 3
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

• A. completion of customer training
• B. confirmation of customer business outcomes
• C. review of product roadmap
• D. scheduling of Quarterly Success Review
• E. agreement of key stakeholders

Answer: BD

NEW QUESTION 4
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. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 5
Which method is directly associated with evaluating a customer outcome?

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

Answer: D

NEW QUESTION 6
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 QUESTION NO:s 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

Answer: B

NEW QUESTION 7
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 8
You notice a decline over time in your customer’s usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer’s business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition

Answer: C

NEW QUESTION 9
Which two actions are in adoption campaign? (Choose two.)

• A. messaging to users on best practice approaches to their solution
• B. messaging to stakeholders on new product releases
• C. messaging to stakeholders on the new features of their solution
• D. survey sent to all end users
• E. renewal reminder to stakeholders

Answer: AC

NEW QUESTION 10
Which statement describes an end user adoption barrier?

• A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• C. The budget is insufficient to implement the solution for a new branch of the business.
• D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

NEW QUESTION 11
Which of these is included in a success plan?

• A. confidential customer information
• B. customer business outcomes
• C. customer HR processes
• D. services cost

Answer: BD

NEW QUESTION 12
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

• A. KPI that will be improved by the new product solution
• B. current existing products that are being displaced by the solution
• C. current configuration guide of the product solution
• D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION 13
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. moments of success when the customer acknowledges progress
• B. successful contract renewal
• C. green health scores over intermittent time periods
• D. continuing results based on unexpected value
• E. results that are not measurable

Answer: AB

NEW QUESTION 14
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