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NR. 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?

 Engage with the account team to understand the expansion opportunities

 Perform a deep analysis of all the sales orders to the past 24 months

 Build an understanding of your customer’s business and market trends and priorities

 Speak the internal contacts to understand the customer sentiment and outstanding escalations

NR. 30 What are two drivers for Customer Success? (Chooser two)

 The customer trusts that Cisco support will solve any issues.

 The customer receives training for new products and services.

 The customer recognizes the value of initial use case implementations.

 The customer gives feedback about the purchased product.

 The mature and fully deployed solution is running in production.

NR. 31 The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?

 Suggest that the customer replace their existing staff

 Provide the customer with a chargeable deployment service

 Re-enforce the time to value of the solution

 Give the customer a discount on a future purchase

NR. 32 What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

 capability gap

 financial gap

 consumption gap

 organizational gap

NR. 33 Which two outcomes are expansion opportunities within customer success? (Choose two.)

 expansion of solution features

 renewal of solution subscription

 purchase of a new solution

 deployment of solution

 expansion of solution services

There are many ways that you can add value for your customers by expanding their consumption of your solutions and services, such as these examples:
– Add features to the product or upgrade the license tier
– Implement or optimize services

NR. 34 What is the first step a Customer Success Manager should take to identify why the solution was purchased?

 Review the bill of materials

 Evaluate the Customer Success Plan

 Collaborate with the sales team.

 Engage with the customer

NR. 35 Which action should a Customer Success Manager take when the product utilization score is not improving?

 Conduct customer interviews to understand current adoption barriers and develop a solution plan.

 Engage the sales team to upsell the solution and offer options and product diversity to the customer.

 Review the support case history to identify product quality or customer education issues.

 Contact the product operations team to review the telemetry and offer insights to the customer.

NO.36 The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

NO.37 Refer to the exhibit.

The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?

 The customer’s usage is too low to correctly measure the chance of their retention.

 The customers usage has seen a recent decline and the chance of them churning will be higher.

 The customer has a high probability to renew and will include an expanded opportunity.

 The customer has increased usage, which shows a strong indicator of renewal.

NO.38 In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

 Implement

 Adopt

 Use

 Onboard

NO.39 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?

 operational

 business

 technical

 data

NO.40 What is the customer success objective of a Quarterly Success Review?

 Introduce new products and services.

 Evaluate renewal contract.

 Align work effort to outcomes.

 Create a success plan.

NO.41 Which statement describes an end user adoption barrier?

 There are insufficient licenses for additional staff from a newly acquired company to use the solution.

 The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

 The budget is insufficient to implement the solution for a new branch of the business.

 Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Explanation/Reference: https://useriq.com/user-adoption-barriers/

NO.42 What is the value proposition of customer success for customers?

 business vision support

 technical assistance prioritization

 external publicity

 incremental rewards

NO.43 Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

 No action is necessary as long as the health index is green

 Observe the online image of the customer

 Review and update the success plan for ongoing activities

 Manage the service issues and escalations

 Join the sales and marketing strategy meetings

NO.44 Which activity reduces the risk of chum?

 providing a discount on renewal

 lowering the service level

 expanding the customer footprint

 educating on product features

 Laden …

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