Page 1 out of 10. Viewing questions 1-10 out of 96
Question 1
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:
c
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 2
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:
c
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 3
What is a purpose of a customer stakeholder map?
A.
to create a communication plan
B.
to build a product roadmap
C.
to establish a training plan
D.
to identify the critical elements of customer culture
Answer:
d
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 4
Which factor delays time to value?
A.
unreviewed Success Plan
B.
unpaid invoice
C.
loss of project sponsor
D.
negative Net Promoter Score
Answer:
b
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 5
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:
e
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 6
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:
ab
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 7
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.
Solutions Product Manager
Answer:
b
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 8
Which activity reduces the risk of churn?
A.
expanding the customer footprint
B.
lowering the service level
C.
providing a discount on renewal
D.
educating on product features
Answer:
a
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 9
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:
de
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 10
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