CSM 820-605 V16.02 (ADJUSTED)

Question 1

Which two actions are in adoption campaign? (Choose two.)

A. messaging to users on best practice approaches to their solution

B. messaging to stakeholders on new product releases

C. messaging to stakeholders on the new features of their solution

D. survey sent to all end users

E. renewal reminder to stakeholders

Answer 1

A. messaging to users on best practice approaches to their solution

*C. messaging to stakeholders on the new features of their solution*

D. survey sent to all end users

Question 2

Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

A. Provide break-fix support for technical problems experienced or observed by the customer.

B. Provide training content to address current and existing barriers.

C. Provide a detailed cost structure for the management team.

D. Provide direct and in-depth technical expertise upon customer request.

Answer 2

D. Provide direct and in-depth technical expertise upon customer request.

Question 3

Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

A. diagnostic

B. descriptive

C. prescriptive

D. predictive

Answer 3

A. diagnostic

Question 4

A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Evaluate the availability of resources to work on the problem.

B. Engage a specialist to identity a technical solution or workaround.

C. Conduct an assessment of the business impact of the problem.

D. Establish a timeline of when a solution must be in place.

Answer 4

C. Conduct an assessment of the business impact of the problem.

Question 5

How are operating expenses (OpEx) different from capital expenses (CapEx)?

A. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

D. OpEx has depreciation, while there is no deprecation with CapEx.

Answer 5

C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

Question 6

What is the purpose of capturing moments of success with a customer?

A. expanding the purchased solution

B. recognizing the value of the engagement

C. renewing the contract and subscription

D. validating deployment of the solution

Answer 6

B. recognizing the value of the engagemen

Question 7

You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

A. Engage with the account team to understand the expansion opportunities

B. Perform a deep analysis of all the sales orders to the past 24 months

C. Build an understanding of your customer’s business and market trends and priorities

D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

Answer 7

C. Build an understanding of your customer’s business and market trends and priorities

Question 8

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

A. financial resources

B. subscription economy

C. advanced specializations

D. portfolio management

Answer 8

B. subscription economy

Question 9

What is a financial implication of churn?

A. loss of revenue

B. increased production

C. reduced product utilization

D. contract expansion

Answer 9

A. loss of revenue Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/

Question 10

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Contact the services team and request that they reach out to the customer to address the solution

B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer 10

C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

Question 11

Which action should be taken when new company leadership is forcing a competitor’s solution?

A. Recheck the value realized by the current solution.

B. Demonstrate how the current solution is a lower-cost solution than competitors.

C. Hold an executive briefing to evaluate risks of the proposed solution.

D. Tell the new leadership about the long-standing relationship between two companies.

Answer 11

A. Recheck the value realized by the current solution.

Question 12

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?

A. Adoption

B. Optimize

C. Expand

D. Advocate

Answer 12

D. Advocate

Question 13

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 13

B. confirmation of customer business outcomes & E. agreement of key stakeholders

Question 14

Which of these is included in a success plan?

A. confidential customer information

B. customer business outcomes

C. customer HR processes

D. services cost

Answer 14

B. customer business outcomes

Question 15

From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

A. It provides the opportunity to address any changes in the customer’s experience or actions around the solution

B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

C. Understanding your customer’s health directly enables renewals

D. It gives the customer valuable insight so they can automatically renew critical on time

Answer 15

C. Understanding your customer’s health directly enables renewals Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/

Question 16

What are two examples of leveraging data to identify a customer barrier? (choose two)

A. noting change in customer executive team

B. consulting the health index

C. providing training recommendations

D. reviewing installed base details

E. evaluating feedback from the customer operations team

Answer 16

B. consulting the health index & E. evaluating feedback from the customer operations team

Question 17

What is the customer success objective of a Quarterly Success Review?

A. Introduce new products and services.

B. Evaluate renewal contract.

C. Align work effort to outcomes.

D. Create a success plan.

Answer 17

D. Create a success plan.

*C. Align work effort to outcomes.*

Question 18

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. capability gap

B. financial gap

C. consumption gap

D. organizational gap

Answer 18

C. consumption gap Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap

Question 19

Which method is directly associated with evaluating a customer outcome?

A. milestones

B. key performance indicators

C. metrics

D. benchmarks

Answer 19

D. benchmarks

Question 20

Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

A. number of users registered, bandwidth utilization, number of training sessions user joined

B. number of users registered, service logs, number of users

C. number of users registered, number of meetings user initiated, number of meetings user joined

D. network utilization, number of meetings user initiated, number of users

Answer 20

C. number of users registered, number of meetings user initiated, number of meetings user joined

Question 21

In which stage does the Customer Success Manager initially validate stakeholders?

A. onboarding

B. deployment

C. utilization

D. purchase

Answer 21

A. onboarding

Question 22

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. No action is necessary as long as the health index is green

B. Observe the online image of the customer

C. Review and update the success plan for ongoing activities

D. Manage the service issues and escalations

E. Join the sales and marketing strategy meetings

Answer 22

A. No action is necessary as long as the health index is green

C. Review and update the success plan for ongoing activities

*D. Manage the service issues and escalations* instead of A.

Question 23

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 23

A. moments of success when the customer acknowledges progress & B. successful contract renewal

Question 24

A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization’s new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

A. Research the list of accelerators.

B. Review the account health score.

C. Analyze the adoption report.

D. Examine the recent QBR results.

E. Evaluate the architecture value cards.

Answer 24

C. Analyze the adoption report. & D. Examine the recent QBR results.

Question 25

Which activity reduces the risk of chum?

A. providing a discount on renewal

B. lowering the service level

C. expanding the customer footprint

D. educating on product features

Answer 25

C. expanding the customer footprint

*D. educating on product features*

Question 26

What defines customer success?

A. 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.

B. 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.

C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

Answer 26

C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

Question 27

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

A. Review the bill of materials

B. Evaluate the Customer Success Plan

C. Collaborate with the sales team.

D. Engage with the customer

Answer 27

D. Engage with the customer

Question 28

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.

B. Have the CSM define how value should be measured at the end of the contract period.

C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

D. Have the CIO define a clear IT strategy and implement the suggestions immediately.

Answer 28

*A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.*

C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

Question 29

Which element evaluates a customer outcome?

A. key performance indicators

B. milestones

C. metrics

D. benchmarks

Answer 29

A. key performance indicator

Question 30

Which Key Performance Indicators contribute to customer value achievements?

A. profit and risk reduction

B. employee usage and training volume

C. product, services, and sales

D. cost, time, and customer satisfaction

Answer 30

D. cost, time, and customer satisfaction

Question 31

What is a consideration in evaluating readiness for adoption?

A. Identify features or functions that are not deployed or underutilized.

B. Identify potential accelerators that could optimize performance.

C. Review customer acceptance test plan.

D. Validate that all required items have been purchased.

Answer 31

C. Review customer acceptance test plan.

Question 32

What is Quarterly Success Review?

A. new success plan that focuses on the upcoming goals for the customer.

B. gap analysis that focuses on the state of the customer’s current architecture.

C. technical analysis that outlines the implementation plan and adoption barriers.

D. a conversation that outlines key initiatives that are agreed upon in the success plan.

Answer 32

A. new success plan that focuses on the upcoming goals for the customer.

*D. a conversation that outlines key initiatives that are agreed upon in the success plan.*

Question 33

On which two objectives should communication with customer executives focus? (Choose two)

A. return on investment

B. new sales

C. product improvement

D. user training

E. time to value

Answer 33

A. return on investment & E. time to value

Question 34

Which definition of a use case is true?

A. comparison of the marketing description of what a product does to the customer’s experience

B. list of actions or event steps that a customer uses

C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D. list of instructions that customer uses for their software

Answer 34

C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

Question 35

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 QUESTIONs 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 35

C. Combination of tailored surveys and IT tools-based metrics

Question 36

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 36

B. Utilize people to focus on the elite customers for a 1:1 or 1: few onsite customer success experience

Question 37

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

A. Delivery Team

B. Account Manager

C. Customer Success Manager

D. Customer Success Specialist

Answer 37

C. Customer Success Manager

Question 38

A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer’s lifecycle journey?

A. Quarterly Success Review build and delivery

B. service introduction to confirm that they know how to submit service issues at the go live

C. initial user group identified and their use cases confirmed

D. customer’s stakeholders and their business outcomes

E. additional features that will align with the business outcomes

Answer 38

C. initial user group identified and their use cases confirmed & D. customer’s stakeholders and their business outcomes

Question 39

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. KPIs

B. Stakeholder Map

C. RACI

D. Health Index Report

Answer 39

B. Stakeholder Map

Question 40

What is the value proposition of customer success for customers?

A. business vision support

B. technical assistance prioritization

C. external publicity

D. incremental rewards

Answer 40

A. business vision support

Question 41

Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

A. Deployment

B. Adoption

C. Awareness

D. Evaluation

E. Experience

Answer 41

C. Awareness & D. Evaluation

Question 42

Which type of KPI is of the most interest to Customer Success?

A. business KPIs that define progress to the Business Outcome

B. sales KPIs for revenue generation

C. IT services KPIs for operations

D. OPEX KPIs that define the operational costs of the company

Answer 42

A. business KPIs that define progress to the Business Outcome

Question 43

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 the 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, cover roadmap and promote new products, and confirm goals for next quarter

Answer 43

C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

Question 44

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. help desk data

B. health score

C. risk management

D. telemetry

E. training surveys

Answer 44

A. help desk data & B. health score

Question 45

Which sources should be used to uncover customer barriers?

A. data, health score, intuition

B. conversation, data, health score

C. intuition, observation, data

D. observation, conversation, data

Answer 45

D. observation, conversation, data

Question 46

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. 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.

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. 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.

D. 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.

Answer 46

C. 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.

Question 47

Which adoption barrier results from failing to identify key stakeholders?

A. missing value of product roadmap

B. fragmented purchase

C. lack of resources

D. additional training requirements

Answer 47

C. lack of resources

Question 48

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 48

A. descriptive

Question 49

In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

A. Implement

B. Adopt

C. Use

D. Onboard

Answer 49

B. Adopt

Question 50

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff

B. Provide the customer with a chargeable deployment service

C. Re-enforce the time to value of the solution

D. Give the customer a discount on a future purchase

Answer 50

C. Re-enforce the time to value of the solution

Question 51

From a Customer Success perspective, why should the customer’s health be monitored?

A. to provide the opportunity to address any changes in the customer’s experience around the solution

B. to identify unused licenses so they can be addressed via a service improvement plan

C. to directly enable renewals

D. to give the customer valuable insight so they can automatically renew critical services on time

Answer 51

D. to give the customer valuable insight so they can automatically renew critical services on time

Question 52

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 52

B. employee satisfaction & C. cost efficiency

Question 53

In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

A. Document the session, stakeholder interests, and metrics for leadership

B. Create a success plan to be reviewed with the customer at the next review meeting

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

Answer 53

B. Create a success plan to be reviewed with the customer at the next review meeting

Question 54

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides notifications of new feature releases.

B. The adoption campaign surveys all end users for product feedback.

C. The adoption campaign notifies customers of a critical bug.

D. The adoption campaign provides free trial licenses for feature upgrades.

E. The adoption campaign provides free user training.

Answer 54

A. The adoption campaign provides notifications of new feature releases. & B. The adoption campaign surveys all end users for product feedback.

Question 55

You notice a decline over time in your customer’s usage of your product. Which action do you consider?

A. Tell the customer a new solution will soon be available

B. Carefully tell the customer to get more people to use your product

C. Re-assess the customer’s business process and outline the capability of the solution

D. Show the customer a comparison of the solution versus the competition

Answer 55

C. Re-assess the customer’s business process and outline the capability of the solution

Question 56

The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. LIST 3 OBJECTIVE

A. Customer’s perceived value

B. Customer satisfaction rating

C. Number of customer escalations

D. Number of customers retained

E. percentage of marketing emails that are opened and responded to

F. Value feedback

Answer 56

B. Customer satisfaction rating

C. Number of customer escalations

D. Number of customers retained

Question 57

The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. LIST 3 SUBJECTIVE

A. Customer’s perceived value

B. Customer satisfaction rating

C. Number of customer escalations

D. Number of customers retained E. percentage of marketing emails that are opened and responded to F. Value feedback

Answer 57

A. Customer’s perceived value

E. percentage of marketing emails that are opened and responded to

F. Value feedback

Question 58

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. limited telemetry

B. purchase policy process

C. lack of common features

D. lack of communication

E. business misalignment

Answer 58

A. limited telemetry & D. lack of communication

Question 59

Which two adoption outcomes are renewal indicators? (Choose two)

A. customer testimonial

B. solution discount

C. payment schedule

D. optimized services

E. training attendance

Answer 59

A. customer testimonial & C. payment schedule

Question 60

A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

A. process

B. people

C. tools

D. platform

E. application

Answer 60

D. platform & E. application

Question 61

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 61

D. product use case that will achieve the desired outcome Reference: https://sixteenventures.com/improve-adoption

Question 62

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

A. risk management

B. market growth

C. sustainability

D. cost efficiency

Answer 62

A. risk management

Question 63

Which definition of customer success is true?

A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

C. 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.

D. 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.

Answer 63

A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service. Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

Question 64

The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company’s success? (Choose two.)

A. risk management

B. credibility

C. business growth

D. cost efficiency

E. sustainability

Answer 64

C. business growth & E. sustainability

*B. credibility*

Question 65

Which task drives advocacy with customer stakeholders?

A. creating a success story

B. creating a Customer Success Plan

C. creating technical documentation

D. creating a stakeholder map

Answer 65

B. creating a Customer Success Plan

Question 66

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. cultural barrier

C. process barrier

D. product barrier

E. cost barrier

Answer 66

A. technical barrier & B. cultural barrier

Question 67

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 67

A. telemetry and analytics

Question 68

What is a barrier to adopting software tools?

A. limited resources

B. recurring cost

C. commercial decision

D. organization size

Answer 68

A. limited resources

Question 69

The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

A. cost efficiency

B. employee satisfaction

C. time to market

D. business growth E. sustainability

Answer 69

C. time to market & D. business growth

Question 70

What are two examples of expand opportunities? (Choose two.)

A. providing solution optimization services

B. adding headcount to manage solution by the customer

C. training on existing features

D. hosting an executive review

E. increasing license count

Answer 70

A. providing solution optimization services & C. training on existing features

Question 71

What is a type of expansion opportunity?

A. additional user groups

B. positive customer sentiment

C. strong stakeholder communication

D. using latest release versions

Answer 71

B. positive customer sentiment

Question 72

A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

A. Renewals Manager

B. Account Manager

C. Product Sales Specialist

D. Customer Success Manager

Answer 72

D. Customer Success Manager

Question 73

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 73

B. To establish KPI’s that measure the success of your company’s business

*A. To provide awareness of the value achieved by the customer’s purchased solution*

Question 74

Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

A. Customer Success Specialist

B. Technical Engineer

C. Sales Engineer

D. Solution Product Manager

Answer 74

A. Customer Success Specialist

Question 75

Which type of information should be captured during the first customer engagement?

A. cases escalated to technical support

B. expansion opportunities

C. customer’s desired outcomes

D. stakeholder map

Answer 75

C. customer’s desired outcomes

Question 76

Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

A. consumption

B. organizational

C. financial

D. capability

Answer 76

A. consumption

Question 77

Which statement describes the difference between customer success and customer sales?

A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer’s portfolio.

D. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Answer 77

A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

Question 78

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

A. organization chart discussed

B. account relationships identified

C. desired business outcomes discussed

D. stakeholders identified

E. network diagrams discussed

Answer 78

C. desired business outcomes discussed & D. stakeholders identified

Question 79

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 79

E. number of activities completed or increase in direct time

Question 80

A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. customer annual report and quarterly business reviews

B. sales account plan

C. detailed contract inventory

D. questions to validate the interpreted analytical data

E. support tickets reports and diagnostic information

Answer 80

A. customer annual report and quarterly business reviews & E. support tickets reports and diagnostic information

Question 81

What is the main objective of customer success?

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 81

D. outcomes customers are trying to achieve

Question 82

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

A. Have marketing write a blog post about the new solution.

B. Encourage the customer to purchase updated endpoints.

C. Block all alternative chat and video collaboration systems.

D. Conduct a survey to determine which collaboration solutions users are using.

E. Advertise additional user training sessions throughout the organization.

Answer 82

D. Conduct a survey to determine which collaboration solutions users are using. & E. Advertise additional user training sessions throughout the organization.

Question 83

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

A. Engage the service delivery manager and request two days of free consultation for the customer

B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Answer 83

D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Question 84

Which outcome is the best that a Customer Success Manager can achieve for a customer?

A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer’s 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 84

A. adoption of all the licenses and features the customer purchased leading to expansion to improve the

Question 85

During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. operational

B. business

C. technical

D. data

Answer 85

A. operational

Question 86

Why should a customer’s success be documented?

A. to establish KPIs that measure success

B. to provide awareness of the value achieved by the solution

C. to provide expansion opportunities for the sales team

D. to document roles and responsibilities for project management

Answer 86

B. to provide awareness of the value achieved by the solution

Question 87

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 87

D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications. Reference: https://useriq.com/user-adoption-barriers/

Question 88

What are two barriers to adoption within an organization? (Choose two.)

A. solution implemented by partner

B. agile development model

C. inadequate knowledge and skills

D. centralized IT organization

E. organizational silos

Answer 88

C. inadequate knowledge and skills & E. organizational silos

Question 89

What are two barriers of adoption in an organization? (Choose two.)

A. new product sales motion

B. lack of knowledge on solution

C. organizational announcements

D. implementation issues

E. hiring practices

Answer 89

B. lack of knowledge on solution & D. implementation issues

Question 90

Which expense is an operating expense (OPEX)?

A. payroll

B. computer equipment

C. software

D. office improvements

Answer 90

C. software

Question 91

Which two actions are critical when communicating with executives? (Choose two.)

A. Keep services as a primary topic

B. Focus on the value achieved

C. Incorporate the sales team’s plan

D. Target executive priorities

E. Focus on technical details

Answer 91

B. Focus on the value achieved & D. Target executive priorities

Question 92

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 92

A. sustainability & E. cost efficiency Reference: https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533

Question 93

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 93

C. Provide trending information on license types B and D and share with all stakeholders

Question 94

Which action must be taken by Customer Success Manager?

A. Recommend expansion opportunities

B. Review the financial index.

C. Develop a customer testimonial.

D. Identify the adoption barriers.

Answer 94

D. Identify the adoption barriers.

Question 95

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 95

D. The customer’s usage has seen a recent decline and the chance of them churning will be higher

Question 96

What does this health score indicate?

A. The customer is unlikely to renew this license.

B. The customer is unlikely to advocate for this product.

C. The customer needs to consume more of this product.

D. The customer needs to purchase more licenses.

Answer 96

B. The customer is unlikely to advocate for this product.

Question 97

Select the valid elements of a success plan from the left to the right. Not all options are used.

Answer 97

Buisiness Outcomes

Key initiatives

Customer financial statements

Question 98

The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer 98

Question 99

An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

Answer 99

Question 100

Which role is accountable for the Develop and validate Success Plan update activity?

A. Account Manager

B. Customer Success Manager

C. Product Sales Specialist

D. Business Development Manager

Answer 100

B. Customer Success Manager

Question 101

What is the problem with this RACI example?

A. Every task should have four people consulted.

B. No one has multiple roles.

C. More stakeholders should be involved.

D. Too many people are accountable for this task.

Answer 101

D. Too many people are accountable for this task.