Question 1

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

Options :

A : technical

B : business

C : operational

D : corporate culture

Answer: C

Question 2

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 medi

a. In which stage is the customer?

Options :

A : Adoption

B : Optimize

C : Expand

D : Advocate

Answer: D

Question 3

Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

Options :

A : Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

B :

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

C : Provide recommendations for training or suggest new features based on data analysis.

D : Perform a marketing campaign and share the roadmap of new products.

Answer: C

Question 4

What is a key driver that is creating the need for customer success?

Options :

A : financial resources

B : subscription economy

C : advanced specializations

D : portfolio management

Answer: B

Question 5

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

Options :

A : Evaluate the availability of resources to work on the problem.

B : Engage a specialist to identity a technical solution or workaround.

C : Conduct an assessment of the business impact of the problem.

D : Establish a timeline of when a solution must be in place.

Answer: A