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NEW QUESTION 37
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

• A. Manage the service issues and escalations
• B. Observe the online image of the customer
• C. Review and update the success plan for ongoing activities
• D. No action is necessary as long as the health index is green
• E. Join the sales and marketing strategy meetings

Answer: A,C

NEW QUESTION 38
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. Twice yearly student and staff surveys with two
• B. Combination of tailored surveys and IT tools-based metrics
• C. Measure the number of complaints raised by students
• D. Implement staff Super Users to provide feedback

Answer: C

NEW QUESTION 39
As a Customer Success Manager, what is the most important metric to uncover during onboarding?

• A. value
• B. cost
• C. customer relationship
• D. benefit

Answer: A

NEW QUESTION 40
Which statement describes the difference between customer success and customer sales?

• A. 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.
• 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 making sure the customer deploys the solution within an effective timeline.
• D. 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.

Answer: C

NEW QUESTION 41
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)

• A. limited telemetry
• B. lack of communication
• C. purchase policy process
• D. business misalignment
• E. lack of common features

Answer: B,E

NEW QUESTION 42
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