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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Barrier Management | 25% | - Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies |
| Topic 2: Customer Success Industry Knowledge | 15% | - Customer lifecycle management - Customer Success trends and market dynamics - Value realization and business outcomes |
| Topic 3: Customer Success Management | 20% | - Customer engagement and relationship building - Usage data interpretation and analysis - Continuous value orchestration |
| Topic 4: Renewals and Expansion | 15% | - Renewal strategies and processes - Driving customer loyalty and growth - Identifying expansion opportunities |
| Topic 5: Success Plan Creation | 25% | - Success planning and goal setting - Customer journey mapping - Stakeholder engagement and alignment |
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質問 # 94
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?
正解：B
解説：
You would need to measure complaints by both student and staff, not just the complaints by the students.
質問 # 95
Refer to the exhibit.
Which role is accountable for the Develop and validate Success Plan update activity?
正解：C
質問 # 96
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
正解：C
質問 # 97
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
正解：A
質問 # 98
What are two adoption barriers? (Choose two.)
正解：C、E
解説：
Two common adoption barriers are a lack of resources and the loss of a project sponsor. Both can significantly impede the adoption process; lack of resources can prevent proper implementation and use, while the loss of a project sponsor can lead to a lack of support and momentum1.
質問 # 99
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