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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Renewals and Expansion | 15% | - Renewal strategies and processes - Identifying expansion opportunities - Driving customer loyalty and growth |
| Topic 2: Customer Success Industry Knowledge | 15% | - Customer lifecycle management - Value realization and business outcomes - Customer Success trends and market dynamics |
| Topic 3: Success Plan Creation | 25% | - Stakeholder engagement and alignment - Success planning and goal setting - Customer journey mapping |
| Topic 4: Barrier Management | 25% | - Developing barrier removal strategies - Identifying adoption barriers - Overcoming resistance and technical hurdles |
| Topic 5: Customer Success Management | 20% | - Continuous value orchestration - Usage data interpretation and analysis - Customer engagement and relationship building |
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NEW QUESTION # 147
Which two outcomes are expansion opportunities within customer success? (Choose two.)
Answer: C,D
Explanation:
Expansion opportunities within customer success include the expansion of solution features and services.
These opportunities arise when customers see the value in adding more features or services to their existing solutions to enhance their capabilities or meet additional business needs. References: Strategies for identifying and capitalizing on opportunities to expand the scope of solutions provided to customers, leading to increased value and customer satisfaction.
NEW QUESTION # 148
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
Answer: D
Explanation:
The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.
NEW QUESTION # 149
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
Answer: B
Explanation:
The first step a Customer Success Manager should take is to engage with the customer to understand their needs, goals, and the reasons they chose the solution. This direct engagement provides valuable insights that inform the Customer Success Plan and ensure alignment with the customer's objectives. References: Best practices in customer success management emphasize the importance of customer engagement as the foundation for understanding the purpose behind a purchase.
NEW QUESTION # 150
Refer to the exhibit.
What does this health score indicate?
Answer: A
Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.
NEW QUESTION # 151
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)
Answer: A,D
NEW QUESTION # 152
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