2.1 Define Customer Success 700-805 Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A Renewals Manager has two accounts up for renewal in the same quarter. Account A has high product usage but a recent, unresolved support ticket that has caused significant business disruption. Account B has moderate usage but a strong executive sponsor who actively promotes the solution. The Renewals Manager has limited time. Which account should be prioritized for proactive engagement, and what is the primary goal of that engagement?

   • AAccount A, to resolve the support ticket and restore operational stability.
   • BAccount B, to formalize the sponsor's advocacy into a renewal commitment.
   • CAccount B, to identify why usage is only moderate and drive adoption.
   • DAccount A, to upsell additional features to increase the contract value.
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2. 2foundation · easy

   Which customer success activity is most likely to build a long-term relationship that supports future renewals?

   • ADelivering a quarterly newsletter about Cisco products
   • BSending a satisfaction survey once a year
   • CProviding a self-service portal for the customer to manage their own renewals
   • DRegular business reviews that align Cisco solutions with the customer's evolving goals
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4. 3foundation · easy

   A Renewals Manager is setting objectives for a customer success program. Which objective aligns with the primary goals of customer success?

   • AReduce the time it takes to onboard new customers
   • BIncrease the customer's annual spend by 20%
   • CAchieve a 95% customer renewal rate
   • DLaunch a new marketing campaign for existing customers
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5. 4application · medium

   A Renewals Manager is preparing for a renewal discussion. The customer's technical team reports the product works well, but the business team is unaware of the product's impact on their key performance indicators (KPIs). How does this situation relate to the definition of customer success?

   • AThe customer is successful because the product functions as intended.
   • BThe customer is successful because the technical team is the primary user.
   • CThe situation is irrelevant to customer success as long as the product is used.
   • DThe customer is not fully successful because the business value has not been communicated or realized.
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6. 5application · medium

   A customer's contract is up for renewal in six months. Usage analytics show a steady decline in the customer's adoption of a collaboration suite over the last quarter. According to the goals of customer success, what is the Renewals Manager's primary objective in this situation?

   • ADocument the decline to justify a price increase at renewal.
   • BInform the customer that they are not meeting the terms of their agreement.
   • CWait until closer to the renewal date to discuss the situation with the customer.
   • DIdentify the cause of the declining adoption and work with the customer to restore usage.
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