NEW QUESTION 1
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 2
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 3
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. sustainability
• B. credibility
• C. time to market
• D. business growth
• E. cost efficiency

Answer: AE

NEW QUESTION 4
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 5
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 6
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

Answer: E

NEW QUESTION 7
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 8
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 9
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 10
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 11
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 12
Which expense is an operating expense (OPEX)?

• A. payroll
• B. computer equipment
• C. software
• D. office improvements

Answer: C

NEW QUESTION 13
What is a financial implication of churn?

• A. loss of revenue
• B. increased production
• C. reduced product utilization
• D. contract expansion

Answer: A

NEW QUESTION 14
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 15
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 16
......