Question 1

What is the best method to measure customer consumption of technology?

Options :

A : recurring revenue management

B : enterprise CRM and incident management

C : content management

D : telemetry and analytics

Answer: D

Question 2

Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

Options :

A : number of incidents reported or number of compliance issues

B : customer and employee feedback

C : increase in new subscribers or increase in end users

D : number of activities completed or increase in direct time

E : reduction in headcount or operational support costs

Answer: D

Question 3

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

Options :

A : Research the best training available for this new technology and ensure as many IT staff as possible attend the training

B : Assign internal resources to develop and deliver training to the customer-s IT staff to ensure the project is successful

C : Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology

D : Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan

Answer: D

Question 4

What is a financial implication of churn?

Options :

A : reduced product utilization

B : loss of revenue

C : contract expansion

D : increased production

Answer: B

Question 5

Which activity in the customer lifecycle is owned by Customer Success?

Options :

A : Align

B : Optimize

C : Evaluate

D : Select

Answer: B

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