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

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

Options :

A : Twice yearly student and staff surveys with two

B : Measure the number of complaints raised by students

C : Combination of tailored surveys and IT tools-based metrics

D : Implement staff Super Users to provide feedback

Answer: B

Question 3

What is the main objective of customer success?

Options :

A : customer-s return on investment

B : known and unknown features of our product and solutions

C : customer-s reduction of risk

D : outcomes customers are trying to achieve

Answer: D

Question 4

Which statement describes an end user adoption barrier?

Options :

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.

Answer: D

Question 5

Refer to the exhibit.

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

Options :

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

B : The customer-s usage is too low to correctly measure the chance of their retention

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

D : The customer-s usage has seen a recent decline and the chance of them churning will be higher

Answer: D

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