Question 1

What is a key driver that is creating the need for customer success?

Options :

A : financial resources

B : subscription economy

C : advanced specializations

D : portfolio management

Answer: B

Question 2

What is the main objective of customer success?

Options :

A : customer-s return on investment

B : known and unknown features of our product and solutions

C : customer-s reduction of risk

D : outcomes customers are trying to achieve

Answer: D

Question 3

Which activity should happen after successful customer value realization?

Options :

A : Publish a case study that presents the customer success story.

B : Identify lessons learned and see how the engagement time can be shortened.

C : Fully engage in a feature planning session for the future.

D : Review usage, potential roadblocks, and bottlenecks to product engagement.

Answer: B

Question 4

Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

Options :

A : Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

B :

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

C : Provide recommendations for training or suggest new features based on data analysis.

D : Perform a marketing campaign and share the roadmap of new products.

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

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