Question 1

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 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

As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

Options :

A : Talk to senior management to explain the benefits of success story creations.

B : Explain that this is a role metric that is needed to satisfy quotas.

C : Make the story for internal use only.

D : Offer the customer free products or services as an incentive.

Answer: C

Question 4

Which activity should happen after successful customer value realization?

Options :

A : Publish a case study that presents the customer success story.

B : Identify lessons learned and see how the engagement time can be shortened.

C : Fully engage in a feature planning session for the future.

D : Review usage, potential roadblocks, and bottlenecks to product engagement.

Answer: B

Question 5

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

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