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QUESTION 68
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?

Adoption

Optimize

Expand

Advocate

QUESTION 69
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

number of incidents reported or number of compliance issues

customer and employee feedback

increase in new subscribers or increase in end users

number of activities completed or increase in direct time

reduction in headcount or operational support costs

QUESTION 70
Which two outcomes are expansion opportunities within customer success? (Choose two )

deployment of solution

purchase of a new solution

expansion of solution services

expansion of solution features

renewal of solution subscription

QUESTION 71
Which type of KPl is of the most interest to Customer Success?

business KPIs that define progress to the Business Outcome

IT services KPIs for operations

sales KPIs for revenue generation

OPEX KPIs that define the operational costs of the company

QUESTION 72
Refer to the exhibit. Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

QUESTION 73
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 )

employee satisfaction

cost efficiency

business growth

sustainability

time to market

QUESTION 74
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.

Escalate the situation to your manager and request a customer visit to understand concerns and expectations.

Engage the service delivery manager and request two days of free consultation for the customer.

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.

QUESTION 75
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)

technical barrier

cultural barrier

process barrier

product barrier

cost barrier

QUESTION 76
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

Adopt a lifecycle approach with a proactive review of service performance against KPIs.

Have the CSM define how value should be measured at the end of the contract period.

Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

Have the CIO define a clear IT strategy and implement the suggestions immediately.

QUESTION 77
Which expense is an operating expense (OPEX)?

payroll

computer equipment

software

office improvements

QUESTION 78
What is a technical adoption barrier?

lack of integration with other products

underutilization of licenses

untrained customer user group

customer not measuring product value

QUESTION 79
Why is it convenient to tie business outcomes and the customer value proposition?

Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.

Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.

To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.

Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.

QUESTION 80
In which lifecycle stage would a lack of skilled resources be identified as a barrier?

sales proof of concept

late-stage adoption

early-stage adoption

solution renewal

QUESTION 81
Which type of analytics have telemetry that show the customer’s use of the software and define what has happened to date?

descriptive

prescriptive

diagnostic

predictive

QUESTION 82
Which expense is an operating expense (OPEX)?

payroll

computer equipment

software

office improvements

QUESTION 83
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer’s current technical escalations.

Speak the internal contacts to understand the customer’s priorities and sentiment.

QUESTION 84
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Create a new Health Index dashboard with the Sales team.

Evaluate the customer’s expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

QUESTION 85
Refer to the exhibit.

Which action must be taken by Customer Success Manager?

Recommend expansion opportunities

Review the financial index.

Develop a customer testimonial.

Identify the adoption barriers.

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