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NEW QUESTION 17
Which outcome is the best that a Customer Success Manager ran achieve for a customer?
- A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business
- B. full adoption of all the technologies the customer purchased
- C. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
Answer: B
NEW QUESTION 18
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. purchase policy process
- B. lack of common features
- C. limited telemetry
- D. business misalignment
- E. lack of communication
Answer: C,E
NEW QUESTION 19
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- B. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
- C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: D
NEW QUESTION 20
Which Qprovides the best information to use to define customer success factors?
- A. What are your business objectives for this project/initiative?
- B. What tools are you looking for, to better measure your ROI?
- C. Which Cisco products best fit your goals?
- D. What services do you need?
Answer: A
NEW QUESTION 21
Which Key Performance Indicators contribute to customer value achievements?
- A. product, services, and sales
- B. profit and risk reduction
- C. cost, time, and customer satisfaction
- D. employee usage and training volume
Answer: C
NEW QUESTION 22
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Carefully tell the customer to get more people to use your product.
- B. Tell the customer a new solution will soon be available.
- C. Show the customer a comparison of the solution versus the competition.
- D. Re-assess the customer's business process and outline the capability of the solution.
Answer: B
NEW QUESTION 23
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. RACI
- B. Stakeholder Map
- C. KPIs
- D. Health Index Report
Answer: B
NEW QUESTION 24
Refer to the exhibit.
What is the problem with this RACI example?
- A. More stakeholders should be involved.
- B. Every task should have four people consulted.
- C. Too many people are accountable for this task.
- D. No one has multiple roles.
Answer: C
NEW QUESTION 25
What is Quarterly Success Review?
- A. gap analysis that focuses on the state of the customer's current architecture.
- B. new success plan that focuses on the upcoming goals for the customer.
- C. a conversation that outlines key initiatives that are agreed upon in the success plan.
- D. technical analysis that outlines the implementation plan and adoption barriers.
Answer: B
NEW QUESTION 26
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. cost efficiency
- B. sustainability
- C. credibility
- D. time to market
- E. business growth
Answer: C,D
NEW QUESTION 27
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. Understanding your customer's health directly enables renewals
- C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: B
NEW QUESTION 28
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. technical barrier
- B. product barrier
- C. cultural barrier
- D. cost barrier
- E. process barrier
Answer: B,E
NEW QUESTION 29
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.
Answer:
Explanation:
NEW QUESTION 30
What defines customer success?
- A. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.
- B. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
- D. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.
Answer: C
NEW QUESTION 31
Which definition of a use case is true?
- A. list of instructions that customer uses tor their software
- B. comparison of the marketing description of what a product does and the customer's experience
- C. list of actions or event steps that a customer uses
- D. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
Answer: D
NEW QUESTION 32
What is a consideration in evaluating readiness for adoption?
- A. Validate that all required items have been purchased.
- B. Identify potential accelerators that could optimize performance.
- C. Identify features or functions that are not deployed or underutilized.
- D. Review customer acceptance test plan.
Answer: D
NEW QUESTION 33
Why should a customer's success be documented?
- A. to provide expansion opportunities for the sales team
- B. to provide awareness of the value achieved by the solution
- C. to document roles and responsibilities for project management
- D. to establish KPIs that measure success
Answer: D
NEW QUESTION 34
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. number of activities completed or increase in direct time
- B. number of incidents reported or number of compliance issues
- C. increase in new subscribers or increase in end users
- D. customer and employee feedback
- E. reduction in headcount or operational support costs
Answer: A
NEW QUESTION 35
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize the service team to form a larger internal team to lead the engagement.
- B. Utilize a digital engagement so all your customers experience the touch of customer success.
- C. Utilize people to focus your customers in a 1 many customer success experience.
- D. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
Answer: B
NEW QUESTION 36
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. agreement of key stakeholders
- B. scheduling of Quarterly Success Review
- C. confirmation of customer business outcomes
- D. completion of customer training
- E. review of product roadmap
Answer: B,C
NEW QUESTION 37
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, cover roadmap and promote new products, and confirm goals for next 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, product roadmap, proposed marketing new products, and confirm goals for the next quarter
Answer: C
NEW QUESTION 38
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. Measure the number of complaints raised by students
- B. Combination of tailored surveys and IT tools-based metrics
- C. Implement staff Super Users to provide feedback
- D. Twice yearly student and staff surveys with two
Answer: A
NEW QUESTION 39
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- D. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
Answer: A
NEW QUESTION 40
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. stakeholders identified
- B. network diagrams discussed
- C. account relationships identified
- D. desired business outcomes discussed
- E. organization chart discussed
Answer: A,D
NEW QUESTION 41
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