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NEW QUESTION 43
Which statement describes an end user adoption barrier?
- A. The budget is insufficient to implement the solution for a new branch of the business.
- B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
Answer: B
NEW QUESTION 44
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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?
- A. Establish a timeline of when a solution must be in place.
- B. Engage a specialist to identity a technical solution or workaround.
- C. Conduct an assessment of the business impact of the problem.
- D. Evaluate the availability of resources to work on the problem.
Answer: C
NEW QUESTION 45
What are two examples of leveraging data to identify a customer barrier? (choose two)
- A. reviewing installed base details
- B. consulting the health index
- C. providing training recommendations
- D. noting change in customer executive team
- E. evaluating feedback from the customer operations team
Answer: B,E
NEW QUESTION 46
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. sales account plan
- B. support tickets reports and diagnostic information
- C. customer annual report and quarterly business reviews
- D. detailed contract inventory
- E. questions to validate the interpreted analytical data
Answer: B,C
NEW QUESTION 47
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. increase in new subscribers or increase in end users
- B. number of activities completed or increase in direct time
- C. number of incidents reported or number of compliance issues
- D. customer and employee feedback
- E. reduction in headcount or operational support costs
Answer: B
NEW QUESTION 48
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- C. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- D. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
Answer: A
NEW QUESTION 49
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?
- A. Combination of tailored surveys and IT tools-based metrics
- B. Implement staff Super Users to provide feedback
- C. Measure the number of complaints raised by students
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: C
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION 50
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Carefully tell the customer to get more people to use your product
- B. Re-assess the customer's business process and outline the capability of the solution
- C. Tell the customer a new solution will soon be available
- D. Show the customer a comparison of the solution versus the competition
Answer: B
NEW QUESTION 51
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two.)
- A. sustainability
- B. time to market
- C. cost efficiency
- D. business growth
- E. employee satisfaction
Answer: B,D
NEW QUESTION 52
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. descriptive
- B. prescriptive
- C. predictive
- D. diagnostic
Answer: D
NEW QUESTION 53
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- B. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
- C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.
- D. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.
Answer: B
NEW QUESTION 54
What defines a use case?
- A. list of actions or event steps that a customer uses.
- B. list of instructions customers use for their software.
- C. list of actions that define the interactions between a role and a system to achieve a goal.
- D. comparison of the marketing description of what a product does and the customer's experience.
Answer: C
NEW QUESTION 55
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.)
- A. Encourage the customer to purchase updated endpoints.
- B. Block all alternative chat and video collaboration systems.
- C. Have marketing write a blog post about the new solution.
- D. Conduct a survey to determine which collaboration solutions users are using.
- E. Advertise additional user training sessions throughout the organization.
Answer: B,E
NEW QUESTION 56
Which of these is included in a success plan?
- A. customer business outcomes
- B. confidential customer information
- C. customer HR processes
- D. services cost
Answer: D
NEW QUESTION 57
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. review of product roadmap
- B. scheduling of Quarterly Success Review
- C. completion of customer training
- D. confirmation of customer business outcomes
- E. agreement of key stakeholders
Answer: C,E
NEW QUESTION 58
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:
Answer:
Explanation:
NEW QUESTION 59
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