Question 1

What is the order of the key elements of process improvement for Customer Success?

Options :

A : measure, define, analyze, control, improve

B : define, measure, analyze, improve, control

C : define, analyze, measure, improve, control

D : analyze, define, measure, control, improve

Answer: B

Question 2

As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

Options :

A : Talk to senior management to explain the benefits of success story creations.

B : Explain that this is a role metric that is needed to satisfy quotas.

C : Make the story for internal use only.

D : Offer the customer free products or services as an incentive.

Answer: C

Question 3

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

Options :

A : Delivery Team

B : Account Manager

C : Customer Success Manager

D : Customer Success Specialist

Answer: C

Question 4

What is the purpose of capturing moments of success with a customer?

Options :

A : expanding the purchased solution

B : recognizing the value of the engagement

C : renewing the contract and subscription

D : validating deployment of the solution

Answer: B

Question 5

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

Options :

A : capability gap

B : financial gap

C : consumption gap

D : organizational gap

Answer: C

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