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During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?

1. A. Adoption
2. B. Optimize
3. C. Expand
4. D. Advocate

Correct Answer: D

Which list of components of a Customer Success Quarterly Success Review is common?

1. A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for thenext quarter
2. B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
3. C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
4. D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Correct Answer: C

Which Key Performance Indicators contribute to customer value achievements?

1. A. profit and risk reduction
2. B. employee usage and training volume
3. C. product, services, and sales
4. D. cost, time, and customer satisfaction

Correct Answer: D

Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

1. A. Account Manager
2. B. Customer Success Manager
3. C. Product Sales Specialist
4. D. Business Development Manager

Correct Answer: B

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

1. A. Contact the services team and request that they reach out to the customer to address the solution
2. B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
3. C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
4. D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Correct Answer: B