Question 1

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

Options :

A : Onboard

B : Purchase

C : Implement

D : Select

Answer: D

Question 2

Which definition of a use case is true?

Options :

A : comparison of the marketing description of what a product does to the customer-s experience

B : list of actions or event steps that a customer uses

C : list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D : list of instructions that customer uses for their software

Answer: C

Question 3

Which activity reduces the risk of chum?

Options :

A : providing a discount on renewal

B : lowering the service level

C : expanding the customer footprint

D : educating on product features

Answer: C

Question 4

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 5

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

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