Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

• A.reduction in headcount or operational support costs
• B.increase in new subscribers or increase in end users
• C.number of incidents reported or number of compliance issues
• D.customer and employee feedback
• E.number of activities completed or increase in direct time

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The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Correct Answer:

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In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

• A.Implement
• B.Adopt
• C.Use
• D.Onboard

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Which definition of customer success is true?

• 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 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.
• C.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.
• D.It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

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A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?

• A.Provide the customer with access to the raw data to enable them to develop their own insights.
• B.Appoint a customer representative to review the data and give specific suggestions.
• C.Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
• D.Explain the limitations of the available reports and offer options to provide input to develop new reports.

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