Question 1

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

Options :

A : limited telemetry

B : purchase policy process

C : lack of common features

D : lack of communication

E : business misalignment

Answer: B,D

Question 2

What are the sources used to identify barriers?

Options :

A : customer, product, usage

B : people, plan, process

C : success plan, tools, training

D : people, process, tools

Answer: D

Question 3

What is the purpose of capturing moments of success with a customer?

Options :

A : expanding the purchased solution

B : recognizing the value of the engagement

C : renewing the contract and subscription

D : validating deployment of the solution

Answer: B

Question 4

What is the order of the key elements of process improvement for Customer Success?

Options :

A : measure, define, analyze, control, improve

B : define, measure, analyze, improve, control

C : define, analyze, measure, improve, control

D : analyze, define, measure, control, improve

Answer: B

Question 5

At which lifecycle stage does the Customer Success Manager identify the solution purchased?

Options :

A : Onboard

B : Purchase

C : Implement

D : Select

Answer: D