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
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
Which two activities support Customer Success planning? (Choose two.)
A. service ticket tracking
B. adoption barrier identification
C. quality control
D. service delivery program management
E. KPI tracking
What defines a use case?
A. comparison of the marketing description of what a product does and the customer's experience.
B. list of actions that define the interactions between a role and a system to achieve a goal.
C. list of actions or event steps that a customer uses.
D. list of instructions customers use for their software.
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.
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
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
A. cost
B. value
C. benefit
D. customer relationship
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
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
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
A. Offer the customer a discount because of their problems.
B. Request a meeting with customer executives.
C. Establish a timeline of when a solution must be in place.
D. Ensure the escalation to technical specialists.
