Which statement describes the difference between customer success and customer sales?

A. 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.

B. 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.

C. 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.

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.

In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

A. Document the session, stakeholder interests, and metrics for leadership

B. Create a success plan to be reviewed with the customer at the next review meeting

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

Which sources should be used to uncover customer barriers?

A. data, health score, intuition

B. conversation, data, health score

C. intuition, observation, data

D. observation, conversation, data

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Evaluate the availability of resources to work on the problem.

B. Engage a specialist to identity a technical solution or workaround.

C. Conduct an assessment of the business impact of the problem.

D. Establish a timeline of when a solution must be in place.

Refer to the exhibit. What does this health score indicate?

A. The customer is unlikely to renew this license.

B. The customer is unlikely to advocate for this product.

C. The customer needs to consume more of this product.

D. The customer needs to purchase more licenses.

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. Engage with the account team to understand the expansion opportunities

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

C. Build an understanding of your customer's business and market trends and priorities

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

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

A. cost

B. value

C. benefit

D. customer relationship

What defines customer success?

A. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

B. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

Which statement describes an end user adoption barrier?

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

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

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

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

What is a barrier to adopting software tools?

A. limited resources

B. recurring cost

C. commercial decision

D. organization size