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NEW QUESTION 28
Throughout the customer lifecycle, 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.)

• A. green health scores over intermittent time periods
• B. moments of success when the customer acknowledges progress
• C. results that are not measurable
• D. continuing results based on unexpected value
• E. successful contract renewal

Answer: B,E

NEW QUESTION 29
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?

• A. Speak the internal contacts to understand the customer sentiment and outstanding escalations
• B. Engage with the account team to understand the expansion opportunities
• C. Perform a deep analysis of all the sales orders to the past 24 months
• D. Build an understanding of your customer's business and market trends and priorities

Answer: D

NEW QUESTION 30
Which expense is an operating expense (OPEX)?

• A. software
• B. computer equipment
• C. office improvements
• D. payroll

Answer: A

NEW QUESTION 31
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?

• A. The customer's usage is too low to correctly measure the chance of their retention
• B. The customer has increased usage, which shows a strong indicator of renewal
• C. The customer's usage has seen a recent decline and the chance of them churning will be higher
• D. The customer has a high probability to renew and will include an expanded opportunity

Answer: C

NEW QUESTION 32
Which two results of a successful customer onboarding stage are the most important? (Choose two )

• A. organization chart discussed
• B. desired business outcomes discussed
• C. account relationships identified
• D. network diagrams discussed
• E. stakeholders identified

Answer: A,B

NEW QUESTION 33
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