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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?
A. esign and propose a discount on product G
B. ontact and collaborate with the individuals involved in the onboarding of product E
C. ffer and encourage the opportunity for the customer to participate in a success story for product F
D. dentify and document barriers that impact product C
عرض الإجابة
اجابة صحيحة: D
السؤال #2
Topic 1What is the main objective of customer success?
A. customer’s return on investment
B. known and unknown features of our product and solutions
C. customer’s reduction of risk
D. outcomes customers are trying to achieve
عرض الإجابة
اجابة صحيحة: D
السؤال #3
What is the purpose of targeted use cases?
A. hey highlight the product differentiation from a competitor
B. hey define how a solution is applied to enable a desired outcome
C. hey function without the purchase of additional services
D. hey provide customers with ways to take advantage of additional features
عرض الإجابة
اجابة صحيحة: A
السؤال #4
Topic 1What is a financial implication of churn?
A. loss of revenue
B. increased production
C. reduced product utilization
D. contract expansion
عرض الإجابة
اجابة صحيحة: A
السؤال #5
Topic 1Why should a customers success be documented?
A. to establish KPIs that measure success
B. to document roles and responsibilities for project management
C. to provide awareness of the value achieved by the solution
D. to provide expansion opportunities for the sales team
عرض الإجابة
اجابة صحيحة: A
السؤال #6
Topic 1Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer SuccessManager role?
A. 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
B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase
C. IT is increasingly adopting new consumption models
D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Topic 1Which definition of customer success is true?
A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service
B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion
C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful
D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Topic 1A large university has deployed a new IT solution designed to improve the overall student and staff experience. Whichapproach will best measure success?
A. Administer twice-yearly student and staff surveys with two questions related to IT
B. Measure the number of complaints raised by students
C. Use a combination of tailored surveys and IT tools-based metrics
D. Implement staff Super Users to provide feedback
عرض الإجابة
اجابة صحيحة: B
السؤال #9
Topic 1Which activity reduces the risk of churn?
A. expanding the customer footprint
B. lowering the service level
C. providing a discount on renewal
D. educating on product features
عرض الإجابة
اجابة صحيحة: A
السؤال #10
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
A. Document the session, stakeholder interests, and metrics for leadership
B. Create a success plan to be reviewed with the customer at the next review meeting
C. Provide technical configuration for development
D. Discuss new opportunities and new products to purchase
عرض الإجابة
اجابة صحيحة: BD
السؤال #11
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?
A. onduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology
B. ssign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful
C. omplete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan
D. esearch the best training available for this new technology and ensure as many IT staff as possible attend the training
عرض الإجابة
اجابة صحيحة: A
السؤال #12
Topic 1Which type of KPI is of the most interest to Customer Success?
A. business KPIs that define progress to the Business Outcome
B. sales KPIs for revenue generation
C. IT services KPIs for operations
D. OPEX KPIs that define the operational costs of the company
عرض الإجابة
اجابة صحيحة: A
السؤال #13
Topic 1Which statement describes the difference between customer success and customer sales?
A. Customer sales is about selling solutions to meet business needs
B. Customer sales is about getting customers to utilize their solutions to get the value they intended
C. Customer sales is about getting customers to utilize their solutions to get the value they intended
D. Customer sales is about selling solutions to meet business needs
عرض الإجابة
اجابة صحيحة: A
السؤال #14
Topic 1What is a key driver that is creating the need for customer success?
A. financial resources
B. subscription economy
C. advanced specializations
D. portfolio management
عرض الإجابة
اجابة صحيحة: A
السؤال #15
Topic 1Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choosetwo.)
A. completion of customer training
B. confirmation of customer business outcomes
C. review of product roadmap
D. scheduling of Quarterly Success Review
E. agreement of key stakeholders
عرض الإجابة
اجابة صحيحة: BD
السؤال #16
Topic 1Your customers 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 incidents reported or number of compliance issues
C. reduction in headcount or operational support costs
D. customer and employee feedback
E. number of activities completed or increase in direct time
عرض الإجابة
اجابة صحيحة: E
السؤال #17
Topic 1What is the value proposition of customer success for customers?
A. incremental rewards
B. business vision support
C. technical assistance prioritization
D. external publicity
عرض الإجابة
اجابة صحيحة: C
السؤال #18
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?
A. It provides the opportunity to address any changes in the customer’s experience or actions around the solution
B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
C. Understanding your customer’s health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critical on time
عرض الإجابة
اجابة صحيحة: C
السؤال #19
Topic 1Which list of components of a Customer Success Quarterly Success Review is common?
A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
عرض الإجابة
اجابة صحيحة: B
السؤال #20
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
A. elp desk data
B. ealth score
C. isk management
D. elemetry
E. raining surveys
عرض الإجابة
اجابة صحيحة: BD

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