NEW QUESTION 1
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: BC

NEW QUESTION 2
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: CE

NEW QUESTION 3
Which expense is an operating expense (OPEX)?

• A. payroll
• B. computer equipment
• C. software
• D. office improvements

Answer: C

NEW QUESTION 4
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 thenext 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: C

NEW QUESTION 5
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: BD

NEW QUESTION 6
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 7
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

NEW QUESTION 8
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: C

NEW QUESTION 9
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: D

NEW QUESTION 10
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: AC

NEW QUESTION 11
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 theypurchased
• D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Answer: C

NEW QUESTION 12
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: A

NEW QUESTION 13
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: D

NEW QUESTION 14
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: AD

NEW QUESTION 15
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