Question 1

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

Options :

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

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

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

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

Answer: A

Question 2

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

Options :

A : Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals

B : Have the CSM define how value should be measured at the end of the contract period

C : Adopt a lifecycle approach with a proactive review of service performance against KPIs

D : Have the CIO define a clear IT strategy and implement the suggestions immediately

Answer: B

Question 3

Which services are contained in the CX portfolio?

Options :

A : Support Services, Business Critical Services, Professional Services and Managed Services

B : Support Services, Business Critical Services and Professional Services

C : Support Services and Business Critical Services

D :

Support Services, Business Critical Services, Professional Services, Managed Services, and Learning Services

Answer: D

Question 4

What is a financial implication of churn?

Options :

A : reduced product utilization

B : loss of revenue

C : contract expansion

D : increased production

Answer: B

Question 5

What is the goal of a Feature Matrix?

Options :

A : Aligns customer business objectives with technology

B : Tool for organizing complex solution deployments

C : Help us communicate solution capabilities

Answer: B

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