NO.39 What is a financial implication of churn?

NO.40 What is a key driver that is creating the need for customer success?

NO.41 Which two elements are used to track and measure as key performance indicators? (Choose two.)

NO.42 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?

NO.43 Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

NO.44 A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer’s lifecycle journey?

NO.45 You notice a decline over time in your customer’s usage of your product.
Which action do you consider?

NO.46 What is Quarterly Success Review?

NO.47 The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

NO.48 A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

NO.49 Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

NO.50 Refer to the exhibit. Which initial action does a Customer Success Manager take?

NO.51 What are two examples of leveraging data to identify a customer barrier? (Choose two.)

NO.52 Throughout the customer life-cycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two )

NO.53 Which two actions are in adoption campaign? (Choose two.)

NO.54 Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the
meeting?

NO.55 A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?

NO.56 Which two outcomes are expansion opportunities within customer success? (Choose two.)

NO.57 A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

NO.58 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?

NO.59 Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

NO.60 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.)

NO.61 What is the first step a Customer Success Manager should take to identify why the solution was purchased?

NO.62 Which two results of a successful customer onboarding stage are the most important? (Choose two.)