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NEW QUESTION 35
What are two barriers Of adoption in an organization? (Choose two )
- A. implementation issues
- B. hiring practices
- C. organizational announcements
- D. lack of knowledge on solution
- E. new product sales motion
Answer: A,E
NEW QUESTION 36
What are two examples of leveraging data to identify a customer barrier? (choose two)
- A. evaluating feedback from the customer operations team
- B. providing training recommendations
- C. consulting the health index
- D. reviewing installed base details
- E. noting change in customer executive team
Answer: A,D
NEW QUESTION 37
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. technical
- B. operational
- C. business
- D. data
Answer: C
NEW QUESTION 38
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
- A. Review the financial index.
- B. Develop a customer testimonial.
- C. Recommend expansion opportunities
- D. Identify the adoption barriers.
Answer: D
NEW QUESTION 39
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 40
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. Provide technical configuration for development
- B. Discuss new opportunities and new products to purchase
- C. Create a success plan to be reviewed with the customer at the next review meeting
- D. Document the session, stakeholder interests, and metrics for leadership
Answer: C
NEW QUESTION 41
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
- B. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- C. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
- D. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
Answer: D
NEW QUESTION 42
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Run analysis on all the license types used by the customer on all platforms
- D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
Answer: C
NEW QUESTION 43
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 gives the customer valuable insight so they can automatically renew critical services on time.
- C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.
- D. Understanding your customer's health directly enables renewals.
Answer: D
NEW QUESTION 44
Which activity reduces the risk of chum?
- A. expanding the customer footprint
- B. providing a discount on renewal
- C. lowering the service level
- D. educating on product features
Answer: D
NEW QUESTION 45
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.
- B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.
- C. Engage the service delivery manager and request two days of free consultation for the customer.
- D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.
Answer: D
NEW QUESTION 46
What is a common indicator of customer health?
- A. amount of money spent on the solution
- B. number of licenses purchased
- C. customer satisfaction metric
- D. number of services purchased
Answer: C
NEW QUESTION 47
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 48
DRAG DROP
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.
Select and Place:
Answer:
Explanation:
NEW QUESTION 49
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to renew this license.
- B. The customer needs to consume more of this product.
- C. The customer is unlikely to advocate for this product.
- D. The customer needs to purchase more licenses.
Answer: B
NEW QUESTION 50
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. predictive
- B. descriptive
- C. prescriptive
- D. diagnostic
Answer: D
NEW QUESTION 51
Your client, the Director of IT Policy and Governance of Eastembank has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago The client has requested a meeting to improve the situation Which reports are critical to the success of the meeting?
- A. number of users registered, service logs, number of users
- B. network utilization, number of meetings user initiated, number of users
- C. number of users registered, number of meetings user initiated, number of meetings user joined
- D. number of users registered, bandwidth utilization, number of training sessions user joined
Answer: B
NEW QUESTION 52
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. product use case that will achieve the desired outcome
- B. current configuration guide of the product solution
- C. current existing products that are being displaced by the solution
- D. KPI that will be improved by the new product solution
Answer: A
Explanation:
Explanation/Reference: https://sixteenventures.com/improve-adoption
NEW QUESTION 53
What is the value proposition of customer success for customers?
- A. business vision support
- B. technical assistance prioritization
- C. external publicity
- D. incremental rewards
Answer: A
NEW QUESTION 54
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 55
What are two examples of leveraging data to identify a customer barrier? (choose two)
- A. evaluating feedback from the customer operations team
- B. providing training recommendations
- C. consulting the health index
- D. noting change in customer executive team
- E. reviewing installed base details
Answer: A,C
NEW QUESTION 56
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