Question 1

Which type of KPI is of the most interest to Customer Success?

Accepted Answer

A)  business KPIs that define progress to the Business Outcome 
B)  sales KPIs for revenue generation 
C)  IT services KPIs for operations 
D)  OPEX KPIs that define the operational costs of the company 
A)  business KPIs that define progress to the Business Outcome 
B)  sales KPIs for revenue generation 
C)  IT services KPIs for operations 
D)  OPEX KPIs that define the operational costs of the company A

Question 2

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?

Accepted Answer

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 
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 A

Question 3

From a Customer Success perspective, which reason to monitor your customer's health is the most important?

Accepted Answer

A)  It provides the opportunity to address any changes in the customer's experience or actions around the solution 
B)  It allows the customer to identify unused licenses so they can be addressed via a service improvement plan 
C)  Understanding your customer's health directly enables renewals 
D)  It gives the customer valuable insight so they can automatically renew critical on time 
A)  It provides the opportunity to address any changes in the customer's experience or actions around the solution 
B)  It allows the customer to identify unused licenses so they can be addressed via a service improvement plan 
C)  Understanding your customer's health directly enables renewals 
D)  It gives the customer valuable insight so they can automatically renew critical on time C

Question 4

The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

Accepted Answer

A)  cost efficiency 
B)  employee satisfaction 
C)  time to market 
D)  business growth 
E)  sustainability 
A)  cost efficiency 
B)  employee satisfaction 
C)  time to market 
D)  business growth 
E)  sustainability

Question 5

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

Accepted Answer

A)  expansion of solution features 
B)  renewal of solution subscription 
C)  purchase of a new solution 
D)  deployment of solution 
E)  expansion of solution services 
A)  expansion of solution features 
B)  renewal of solution subscription 
C)  purchase of a new solution 
D)  deployment of solution 
E)  expansion of solution services

Question 6

Which definition of customer success is true?

Accepted Answer

A)  It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service. 
B)  It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion. 
C)  It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful. 
D)  It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer. 
A)  It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service. 
B)  It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion. 
C)  It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful. 
D)  It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Question 7

Which two actions are in adoption campaign? (Choose two.)

Accepted Answer

A)  messaging to users on best practice approaches to their solution 
B)  messaging to stakeholders on new product releases 
C)  messaging to stakeholders on the new features of their solution 
D)  survey sent to all end users 
E)  renewal reminder to stakeholders 
A)  messaging to users on best practice approaches to their solution 
B)  messaging to stakeholders on new product releases 
C)  messaging to stakeholders on the new features of their solution 
D)  survey sent to all end users 
E)  renewal reminder to stakeholders

Question 8

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?

Accepted Answer

A)  Twice yearly student and staff surveys with two questions related to IT 
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 
A)  Twice yearly student and staff surveys with two questions related to IT 
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

Question 9

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Accepted Answer

A)  Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position. 
B)  IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions. 
C)  IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value. 
D)  The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business. 
A)  Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position. 
B)  IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions. 
C)  IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value. 
D)  The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

Question 10

Which expense is an operating expense (OPEX)?

Accepted Answer

A)  payroll 
B)  computer equipment 
C)  software 
D)  office improvements 
A)  payroll 
B)  computer equipment 
C)  software 
D)  office improvements

Question 11

Which two actions are critical when communicating with executives? (Choose two.)

Accepted Answer

A)  Keep services as a primary topic 
B)  Focus on the value achieved 
C)  Incorporate the sales team's plan 
D)  Target executive priorities 
E)  Focus on technical details 
A)  Keep services as a primary topic 
B)  Focus on the value achieved 
C)  Incorporate the sales team's plan 
D)  Target executive priorities 
E)  Focus on technical details

Question 12

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Accepted Answer

A)  Utilize a digital engagement so all your customers experience the touch of customer success 
B)  Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience 
C)  Utilize the service team to form a larger internal team to lead the engagement 
D)  Utilize people to focus your customers in a 1:many customer success experience 
A)  Utilize a digital engagement so all your customers experience the touch of customer success 
B)  Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience 
C)  Utilize the service team to form a larger internal team to lead the engagement 
D)  Utilize people to focus your customers in a 1:many customer success experience

Question 13

Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

Accepted Answer

A)  number of users registered, bandwidth utilization, number of training sessions user joined 
B)  number of users registered, service logs, number of users 
C)  number of users registered, number of meetings user initiated, number of meetings user joined 
D)  network utilization, number of meetings user initiated, number of users 
A)  number of users registered, bandwidth utilization, number of training sessions user joined 
B)  number of users registered, service logs, number of users 
C)  number of users registered, number of meetings user initiated, number of meetings user joined 
D)  network utilization, number of meetings user initiated, number of users

Question 14

What is the best method to measure customer consumption of technology?

Accepted Answer

A)  telemetry and analytics 
B)  recurring revenue management 
C)  enterprise CRM and incident management 
D)  content management 
A)  telemetry and analytics 
B)  recurring revenue management 
C)  enterprise CRM and incident management 
D)  content management

Question 15

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

Accepted Answer

A)  No action is necessary as long as the health index is green 
B)  Observe the online image of the customer 
C)  Review and update the success plan for ongoing activities 
D)  Manage the service issues and escalations 
E)  Join the sales and marketing strategy meetings 
A)  No action is necessary as long as the health index is green 
B)  Observe the online image of the customer 
C)  Review and update the success plan for ongoing activities 
D)  Manage the service issues and escalations 
E)  Join the sales and marketing strategy meetings

Question 16

Which of these is included in a success plan?

Accepted Answer

A)  confidential customer information 
B)  customer business outcomes 
C)  customer HR processes 
D)  services cost 
A)  confidential customer information 
B)  customer business outcomes 
C)  customer HR processes 
D)  services cost

Question 17

Refer to the exhibit. Which initial action does a Customer Success Manager take?

Accepted Answer

A)  Run analysis on all the license types used by the customer on all platforms 
B)  Share the report with the customer point of contact for license types B and D and determine causes 
C)  Provide trending information on license types B and D and share with all stakeholders 
D)  Inform the Sales Account Manager to position a new version of licenses types B and D with additional features 
A)  Run analysis on all the license types used by the customer on all platforms 
B)  Share the report with the customer point of contact for license types B and D and determine causes 
C)  Provide trending information on license types B and D and share with all stakeholders 
D)  Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Question 18

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

Accepted Answer

A)  completion of customer training 
B)  confirmation of customer business outcomes 
C)  review of product roadmap 
D)  scheduling of Quarterly Success Review 
E)  agreement of key stakeholders 
A)  completion of customer training 
B)  confirmation of customer business outcomes 
C)  review of product roadmap 
D)  scheduling of Quarterly Success Review 
E)  agreement of key stakeholders

Question 19

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

Accepted Answer

A)  KPI that will be improved by the new product solution 
B)  current existing products that are being displaced by the solution 
C)  current configuration guide of the product solution 
D)  product use case that will achieve the desired outcome 
A)  KPI that will be improved by the new product solution 
B)  current existing products that are being displaced by the solution 
C)  current configuration guide of the product solution 
D)  product use case that will achieve the desired outcome

Question 20

What are two barriers of adoption in an organization? (Choose two.)

Accepted Answer

A)  new product sales motion 
B)  lack of knowledge on solution 
C)  organizational announcements 
D)  implementation issues 
E)  hiring practices 
A)  new product sales motion 
B)  lack of knowledge on solution 
C)  organizational announcements 
D)  implementation issues 
E)  hiring practices

Exam 52: Cisco Customer Success Manager (CSM)

Which type of KPI is of the most interest to Customer Success?

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?

From a Customer Success perspective, which reason to monitor your customer's health is the most important?

The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

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

Which definition of customer success is true?

Which two actions are in adoption campaign? (Choose two.)

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?

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Which expense is an operating expense (OPEX)?

Which two actions are critical when communicating with executives? (Choose two.)

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

What is the best method to measure customer consumption of technology?

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

Which of these is included in a success plan?

Refer to the exhibit. Which initial action does a Customer Success Manager take?

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

What are two barriers of adoption in an organization? (Choose two.)

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