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What is the best reason for documenting your customer’s success?

1. A. To provide awareness of the value achieved by the customer’s purchased solution
2. B. To establish KPI’s that measure the success of your company’s business
3. C. To document roles and responsibilities for your project management
4. D. To provide expansion opportunities for your sales team

Correct Answer: B

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

1. A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
2. B. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
3. C. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
4. D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

Correct Answer: A

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which adoption barrier will the customer encounter?

1. A. technical barrier
2. B. cultural barrier
3. C. product barrier
4. D. cost barrier

Correct Answer: A

Which action should be taken when new company leadership is forcing a competitor’s solution?

1. A. Recheck the value realized by the current solution.
2. B. Demonstrate how the current solution is a lower-cost solution than competitors.
3. C. Hold an executive briefing to evaluate risks of the proposed solution.
4. D. Tell the new leadership about the long-standing relationship between two companies.

Correct Answer: A

Which type of information should be captured during the first customer engagement?

1. A. cases escalated to technical support
2. B. expansion opportunities
3. C. customer's desired outcomes
4. D. stakeholder map

Correct Answer: C