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Question 1

What is the order of the key elements of process improvement for Customer Success?

Options :

A : measure, define, analyze, control, improve

B : define, measure, analyze, improve, control

C : define, analyze, measure, improve, control

D : analyze, define, measure, control, improve

Answer: B

Question 2

What are the sources used to identify barriers?

Options :

A : customer, product, usage

B : people, plan, process

C : success plan, tools, training

D : people, process, tools

Answer: D

Question 3

Which scenario represents a use case expand opportunity?

Options :

A : usage KPIs are on target entering the fourth quarter

B : supplementary training sessions are organized on existing features

C : solution management team adds headcount

D : endpoint security solution extended to cover data center servers in addition to laptops

Answer: D

Question 4

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

Options :

A : Delivery Team

B : Account Manager

C : Customer Success Manager

D : Customer Success Specialist

Answer: C

Question 5

Which statement describes an end user adoption barrier?

Options :

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