What is the order of the key elements of process improvement for Customer Success?
Ameasure, define, analyze, control, improve
Bdefine, measure, analyze, improve, control
Cdefine, analyze, measure, improve, control
Danalyze, define, measure, control, improve
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?
ADocument the session, stakeholder interests, and metrics for leadership
BCreate a success plan to be reviewed with the customer at the next review meeting
CProvide technical configuration for development
DDiscuss new opportunities and new products to purchase
Which two actions are critical when communicating with executives? (Choose two.)
AKeep services as a primary topic
BFocus on the value achieved
CIncorporate the sales team's plan
DTarget executive priorities
EFocus on technical details
Which expense is an operating expense (OPEX)?
Apayroll
Bcomputer equipment
Csoftware
Doffice improvements
Which of these is included in a success plan?
Aconfidential customer information
Bcustomer business outcomes
Ccustomer HR processes
Dservices cost
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
AIt provides the opportunity to address any changes in the customer's experience or actions around the solution
BIt allows the customer to identify unused licenses so they can be addressed via a service improvement plan
CUnderstanding your customer's health directly enables renewals
DIt gives the customer valuable insight so they can automatically renew critical on time
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
Adescriptive
Bdiagnostic
Cprescriptive
Dpredictive
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
AUtilize a digital engagement so all your customers experience the touch of customer success
BUtilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
CUtilize the service team to form a larger internal team to lead the engagement
DUtilize people to focus your customers in a 1:many customer success experience
Which method is directly associated with evaluating a customer outcome?
Amilestones
Bkey performance indicators
Cmetrics
Dbenchmarks
DRAG DROP -
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Select and Place:
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
Acompletion of customer training
Bconfirmation of customer business outcomes
Creview of product roadmap
Dscheduling of Quarterly Success Review
Eagreement of key stakeholders
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?
ATwice yearly student and staff surveys with two questions related to IT
BMeasure the number of complaints raised by students
CCombination of tailored surveys and IT tools-based metrics
DImplement staff Super Users to provide feedback
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.)
Acustomer annual report and quarterly business reviews
Bsales account plan
Cdetailed contract inventory
Dquestions to validate the interpreted analytical data
Esupport tickets reports and diagnostic information
Which outcome is the best that a Customer Success Manager can achieve for a customer?
Aadoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
Bfull adoption of all the technologies the customer purchased
Cremoving barriers so the customer achieves the fastest time to value possible from the solution they purchased
Densuring the customers deployment teams and end users are trained and ready to adopt the technology
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?
AEngage with the account team to understand the expansion opportunities
BPerform a deep analysis of all the sales orders to the past 24 months
CBuild an understanding of your customer's business and market trends and priorities
DSpeak the internal contacts to understand the customer sentiment and outstanding escalations
Which list of components of a Customer Success Quarterly Success Review is common?
Aresults from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
Bresults from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
Cresults from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
Dresults from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
What is the value proposition of customer success for customers?
Aincremental rewards
Bbusiness vision support
Ctechnical assistance prioritization
Dexternal publicity
DRAG DROP -
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.
Select and Place:
What is a key driver that is creating the need for customer success?
Afinancial resources
Bsubscription economy
Cadvanced specializations
Dportfolio management
Why should a customer's success be documented?
Ato establish KPIs that measure success
Bto document roles and responsibilities for project management
Cto provide awareness of the value achieved by the solution
Dto provide expansion opportunities for the sales team
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
ACustomer Success Specialist
BTechnical Engineer
CSales Engineer
DSolutions Product Manager
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)
AExperience
BEvaluation
CAwareness
DDeployment
EAdoption
Which two outcomes are expansion opportunities within customer success? (Choose two.)
Aexpansion of solution features
Brenewal of solution subscription
Cpurchase of a new solution
Ddeployment of solution
Eexpansion of solution services
What is the customer success objective of a Quarterly Success Review?
AEvaluate renewal contract.
BIntroduce new products and services.
CAlign work effort to outcomes
DCreate a success plan
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.)
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