NEW QUESTION 1
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

• A. Document the session, stakeholder interests, and metrics for leadership
• B. Create a success plan to be reviewed with the customer at the next review meeting
• C. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Answer: A

NEW QUESTION 2
What is the best reason for documenting your customer’s success?

• A. To provide awareness of the value achieved by the customer’s purchased solution
• B. To establish KPI’s that measure the success of your company’s business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

Answer: B

NEW QUESTION 3
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 4
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 5
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

• A. It provides the opportunity to address any changes in the customer’s experience or actions around the solution
• B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
• C. Understanding your customer’s health directly enables renewals
• D. It gives the customer valuable insight so they can automatically renew critical on time

Answer: C

NEW QUESTION 6
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 7
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

• A. Run analysis on all the license types used by the customer on all platforms
• B. Share the report with the customer point of contact for license types B and D and determine causes
• C. Provide trending information on license types B and D and share with all stakeholders
• D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Answer: A

NEW QUESTION 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 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 9
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

• A. Contact the services team and request that they reach out to the customer to address the solution
• B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
• C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
• D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer: B

NEW QUESTION 10
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 11
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 has a high probability to renew and will include an expanded opportunity
• B. The customer’s usage is too low to correctly measure the chance of their retention
• C. The customer has increased usage, which shows a strong indicator of renewal
• D. The customer’s usage has seen a recent decline and the chance of them churning will be higher

Answer: D

NEW QUESTION 12
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 13
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company’s success? (Choose two.)

• A. risk management
• B. credibility
• C. business growth
• D. cost efficiency
• E. sustainability

Answer: CE

NEW QUESTION 14
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 15
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. risk management
• B. employee satisfaction
• C. cost efficiency
• D. credibility
• E. sustainability

Answer: BC

NEW QUESTION 16
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. diagnostic
• C. prescriptive
• D. predictive

Answer: B

NEW QUESTION 17
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 18
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 19
Which method is directly associated with evaluating a customer outcome?

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

Answer: D

NEW QUESTION 20
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

• A. Suggest that the customer replace their existing staff
• B. Provide the customer with a chargeable deployment service
• C. Re-enforce the time to value of the solution
• D. Give the customer a discount on a future purchase

Answer: C

NEW QUESTION 21
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