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Question No. 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:
Question No. 2
In which stage does the Customer Success Manager initially validate stakeholders?
A. onboarding B. deployment C. utilization D. purchase
Answer:
Question No. 3
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:
Question No. 4
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
A. Utilize a digital engagement so all your customers experience the touch of customer success B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience C. Utilize the service team to form a larger internal team to lead the engagement D. Utilize people to focus your customers in a 1:many customer success experience
Answer:
Question No. 5
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:
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