Question #1Topic 1

Which key industry trend explains the need for companies to invest in a Customer Success
practice and Customer Success Manager role?
• A. Service organizations must evolve from a ‫ג‬€break fix‫ג‬€ 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. Most Voted
• 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.

Correct Answer: C 🗳️

Question #2Topic 1
Which list of components of a Customer Success Quarterly Success Review is common?
• A. results from prior quarter, product roadmap, proposed marketing new products, and
confirm goals for the next quarter
• B. results from prior quarter, agreed actions completed, benchmarking with the market, and
confirm goals for next quarter
• C. results from prior quarter, services delivered, issues and open services cases, and
confirm goals for next quarter Most Voted
• D. results from prior quarter, cover roadmap and promote new products, and confirm goals
for next quarter

Correct Answer: C 🗳️

Question #3Topic 1
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. Most Voted
• 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.

Correct Answer: A 🗳️
Question #4Topic 1
Which statement describes the difference between customer success and customer sales?
• A. Customer sales is about selling solutions to meet business needs. Customer success is
about getting customers to utilize those solutions to get the value they intended.
• B. Customer sales is about getting customers to utilize their solutions to get the value they
intended. Customer success is about making sure the customer deploys the solution within
an effective timeline.
• C. Customer sales is about getting customers to utilize their solutions to get the value they
intended. Customer success is about expanding the customer's portfolio.
• D. Customer sales is about selling solutions to meet business needs. Customer success is
about finding product opportunities for sales as the customer utilizes their current solution.

Correct Answer: A 🗳️

Question #5Topic 1
Which two outcomes are the goals of the initial customer meeting to onboard the customer into
customer success? (Choose two.)
• A. completion of customer training
• B. confirmation of customer business outcomes Most Voted
• C. review of product roadmap
• D. scheduling of Quarterly Success Review
• E. agreement of key stakeholders Most Voted

Correct Answer: BE 🗳️

Question #6Topic 1
Which type of KPI is of the most interest to Customer Success?
• A. business KPIs that define progress to the Business Outcome
• B. sales KPIs for revenue generation Most Voted
• C. IT services KPIs for operations
• D. OPEX KPIs that define the operational costs of the company

Correct Answer: A 🗳️

Question #7Topic 1
What is a key driver that is creating the need for customer success?
• A. financial resources
• B. subscription economy Most Voted
• C. advanced specializations
• D. portfolio management

Correct Answer: B 🗳️

Question #8Topic 1
Why should a customer's success be documented?
• A. to establish KPIs that measure success
• B. to document roles and responsibilities for project management
• C. to provide awareness of the value achieved by the solution Most Voted
• D. to provide expansion opportunities for the sales team

Correct Answer: C 🗳️

Question #9Topic 1
What is the main objective of customer success?
• A. customer's return on investment
• B. known and unknown features of our product and solutions
• C. customer's reduction of risk
• D. outcomes customers are trying to achieve

Correct Answer: D 🗳️

Question #10Topic 1
What is the value proposition of customer success for customers?
• A. incremental rewards
• B. business vision support Most Voted
• C. technical assistance prioritization
• D. external publicity

Correct Answer: B 🗳️

Question #11Topic 1
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure
this outcome?
• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

Correct Answer: E 🗳️

Question #12Topic 1
What is a financial implication of churn?
• A. loss of revenue
• B. increased production
• C. reduced product utilization
 • D. contract expansion

Correct Answer: A 🗳️

Question #13Topic 1
Which activity reduces the risk of churn?
• A. expanding the customer footprint
• B. lowering the service level
• C. providing a discount on renewal
• D. educating on product features Most Voted

Correct Answer: D 🗳️

Question #14Topic 1
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?
• 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 Most Voted
• D. Implement staff Super Users to provide feedback

Correct Answer: B 🗳️

Question #15Topic 1
DRAG DROP -
An external customer case study is being created. Drag and drop the contents which show value
from the left onto the right. Not all content choices are used.
Select and Place:

Correct
Answer:
Question #16Topic 1
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?
• 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 Most Voted
• C. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Correct Answer: B 🗳️

Question #17Topic 1
Which of these is included in a success plan?
• A. confidential customer information
• B. customer business outcomes Most Voted
• C. customer HR processes
• D. services cost

Correct Answer: BD 🗳️

Question #18Topic 1
DRAG DROP -
Drag and drop three valid elements of a success plan from the left to the right. Not all options are
used.
Select and Place:

Hide Solution Discussion 9

Correct
Answer:

Question #19Topic 1
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
• A. Onboard Most Voted
 • B. Use
• C. Adopt
• D. Implement

Correct Answer: A 🗳️

Question #20Topic 1
What is the customer success objective of a Quarterly Success Review?
• A. Evaluate renewal contract.
• B. Introduce new products and services.
• C. Align work effort to outcomes
• D. Create a success plan

Question #21Topic 1
Which task drives advocacy with customer stakeholders?
• A. creating a stakeholder map
• B. creating a Customer Success Plan
• C. creating technical documentation
• D. creating a success story Most Voted

Correct Answer: D 🗳️

Question #22Topic 1
What is a Quarterly Success Review?
• A. gap analysis that focuses on the state of the customer's current architecture
• B. new success plan that focuses on the upcoming goals for the customer
• C. conversation that outlines the key initiatives that are agreed upon in the success
plan Most Voted
• D. technical analysis that outlines the implementation plan and adoption barriers

Correct Answer: C 🗳️

Question #23Topic 1
What is the best reason for documenting your customer's success?
• A. To provide awareness of the value achieved by the customer's purchased solution Most
Voted
• B. To establish KPI's that measure the success of your company's business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

Correct Answer: A 🗳️
Question #24Topic 1
What is the term for the gap between the features and functions that customers purchase and the
features and functions that they use?
• A. capability gap
• B. financial gap
• C. consumption gap Most Voted
• D. organizational gap

Correct Answer: C 🗳️

Question #25Topic 1
Which method is directly associated with evaluating a customer outcome?
• A. milestones
• B. key performance indicators Most Voted
• C. metrics
• D. benchmarks

Correct Answer: B 🗳️

Question #26Topic 1
The customer wants to reduce their exposure to security events. Which business outcome is
critical to the company's success?
• A. risk management Most Voted
• B. market growth
• C. sustainability
• D. cost efficiency

Correct Answer: A 🗳️

Question #27Topic 1
The customer wants to increase their market share and protect brands reputation. Which two
business outcomes are critical to the company's success? (Choose two.)
• A. risk management
• B. credibility Most Voted
• C. business growth Most Voted
• D. cost efficiency
• E. sustainability

Correct Answer: BC 🗳️
Question #28Topic 1
The customer plans to relocate to a new building in the existing area to reduce cost. The company
wants to retain talent through this transition. Which two business outcomes are critical to the
company's success? (Choose two.)
• A. risk management
• B. employee satisfaction Most Voted
• C. cost efficiency Most Voted
• D. credibility
• E. sustainability

Correct Answer: BC 🗳️

Question #29Topic 1
Which type of information should be captured during the first customer engagement?
• A. cases escalated to technical support
• B. expansion opportunities
• C. customer's desired outcomes
• D. stakeholder map

Correct Answer: C 🗳️

Question #30Topic 1

Refer to the exhibit. What is the problem with this RACI example?
• A. Every task should have four people consulted.
• B. No one has multiple roles.
• C. More stakeholders should be involved.
• D. Too many people are accountable for this task. Most Voted

Correct Answer: D 🗳️

Question #31Topic 1
Which definition of a use case is true?
• A. comparison of the marketing description of what a product does to the customer's
experience
• B. list of actions or event steps that a customer uses
• C. list of actions or event steps that typically defines the interactions between a role and a
system to achieve a goal
• D. list of instructions that customer uses for their software

Correct Answer: C 🗳️
Question #32Topic 1

Refer to the exhibit. What does this health score indicate?

• A. The customer is unlikely to renew this license. Most Voted
• B. The customer is unlikely to advocate for this product.
• C. The customer needs to consume more of this product.
• D. The customer needs to purchase more licenses.

Correct Answer: B 🗳️

Question #33Topic 1
Which element evaluates a customer outcome?
• A. key performance indicators Most Voted
• B. milestones
• C. metrics
• D. benchmarks

Correct Answer: A 🗳️

Question #34Topic 1
Which action should be taken when new company leadership is forcing a competitor's solution?
• A. Recheck the value realized by the current solution. Most Voted
• B. Demonstrate how the current solution is a lower-cost solution than competitors.
• C. Hold an executive briefing to evaluate risks of the proposed solution.
• D. Tell the new leadership about the long-standing relationship between two companies.

Correct Answer: A 🗳️

Question #35Topic 1
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?
• 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

Correct Answer: C 🗳️

Question #36Topic 1
What are two barriers of adoption in an organization? (Choose two.)
• A. new product sales motion
• B. lack of knowledge on solution
• C. organizational announcements
• D. implementation issues
• E. hiring practices

Correct Answer: BD 🗳️

Question #37Topic 1
Which statement describes an end user adoption barrier?
• A. There are insufficient licenses for additional staff from a newly acquired company to use
the solution.
• B. The CIO insists on conducting training for all heads of department before deploying the
new Collaboration solution.
• C. The budget is insufficient to implement the solution for a new branch of the business.
• D. Staff refuses to change their habits and continues to use a noncompliant social media
application to conHide Solution Discussion 1

Correct Answer: D 🗳️

Question #38Topic 1
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 two main barriers to adoption does the customer face?
(Choose two.)
• A. technical barrier Most Voted
• B. cultural barrier Most Voted
• C. process barrier
 • D. product barrier
• E. cost barrier

Correct Answer: AB 🗳️

Question #39Topic 1
Which sources should be used to uncover customer barriers?
• A. data, health score, intuition
• B. conservation, data, health score
• C. observation, conversation, data
• D. intuition, observation, data

Correct Answer: C 🗳️

Question #40Topic 1
Who does a Customer Success Manager work with to overcome a technical solution adoption
barrier encountered by a customer?
• A. Customer Success Specialist Most Voted
• B. Technical Engineer
• C. Sales Engineer
• D. Solutions Product Manager

Correct Answer: A 🗳️

Question #41Topic 1
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer
meeting, they complain to the Customer Success Manager that they cannot verify who and how
the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
• A. process Most Voted
• B. people
• C. tools Most Voted
• D. platform
• E. application

Correct Answer: AC 🗳️

Question #42Topic 1
Which action should a Customer Success Manager take to identify and remove barriers when a
customer moves from the Implement to the Use stage in the lifecycle?
• A. Provide break-fix support for technical problems experienced or observed by the
customer.
• B. Provide a detailed cost structure for the management team.
• C. Provide training content to address current and existing barriers. Most Voted
 • D. Provide direct and in-depth technical expertise upon customer request.

Correct Answer: C 🗳️

Question #43Topic 1
During the past few months, the Customer Success Manager has been working on adoption
sessions with all Network Security Staff from Company ABC. They had significant progress in how
administrators are using the solution, implementing best practices, and reducing by half the time
they spend performing a repetitive task. However, in a recent conversation, upper management
questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
• A. data
• B. operational
• C. business Most Voted
• D. technical

Correct Answer: C 🗳️

Question #44Topic 1

Refer to the exhibit. Which action must be taken by Customer Success Manager?
• A. Recommend expansion opportunities.
• B. Review the financial index.
• C. Develop a customer testimonial.
• D. Identify the adoption barriers.

Correct Answer: D 🗳️

Question #45Topic 1
What are two barriers to adoption within an organization? (Choose two.)
• A. solution implemented by partner
 • B. agile development model
• C. inadequate knowledge and skills
• D. centralized IT organization
• E. organizational silos
Reveal Solution Discussion 1
Question #46Topic 1
The executive team decided to purchase 500 licenses to reduce costs and replace the existing
solution, which has been in place for the last 10 years. The end- users were not consulted. Three
months into the project, reports show the consumption analytics indicate a high usage of the old
system and only 75 licenses active in the new software. Which two adoption barriers must be
investigated? (Choose two.)
• A. business misalignment Most Voted
• B. purchase policy process
• C. lack of communication Most Voted
• D. lack of common features
• E. limited telemetry

Correct Answer: AC 🗳️

Question #47Topic 1
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?
• A. Adoption
• B. Optimize
• C. Expand
• D. Advocate

Correct Answer: D 🗳️

Question #48Topic 1
What are two examples of leveraging data to identify a customer barrier? (Choose two.)
• A. evaluating feedback from the customer operations team
• B. providing training recommendations
• C. reviewing installed base details Most Voted
• D. consulting the health index Most Voted
• E. noting change in customer executive team

Correct Answer: AD 🗳️

Question #49Topic 1
Which type of analytics has telemetry that shows the customer's use of the software and defines
what has happened to date?
• A. descriptive Most Voted
• B. diagnostic
• C. prescriptive
• D. predictive

Correct Answer: A 🗳️

Question #50Topic 1
What is the best method to measure customer consumption of technology?
• A. telemetry and analytics Most Voted
• B. recurring revenue management
• C. enterprise CRM and incident management
• D. content management

Correct Answer: A 🗳️

Question #51Topic 1
How are operating expenses (OpEx) different from capital expenses (CapEx)?
• A. OpEx are investments a company pays for up-front, while CapEx are the on-going costs
to run a business.
• B. OpEx includes software licenses with contracts that have user rights in perpetuity, while
CapEx includes software services that are easily reconfigured.
• C. OpEx is expenses for the day-to-day operation of a business, while CapEx is
investments in assets.
• D. OpEx has depreciation, while there is no deprecation with CapEx.

Correct Answer: C 🗳️

Question #52Topic 1
Which outcome is the best that a Customer Success Manager can achieve for a customer?
• A. adoption of all the licenses and features the customer purchased leading to expansion to
improve the customer's business
• B. full adoption of all the technologies the customer purchased
• C. removing barriers so the customer achieves the fastest time to value possible from the
solution they purchased Most Voted
• D. ensuring the customers deployment teams and end users are trained and ready to adopt
the technology

Correct Answer: C 🗳️

Question #53Topic 1
Which expense is an operating expense (OPEX)?
 • A. payroll Most Voted
• B. computer equipment
• C. software
• D. office improvements

Correct Answer: A 🗳️

Question #54Topic 1
A customer's renewal is due in the next 6 months. Analytical data has been provided to the
Customer Success Manager that shows customer usage over the last
12 months. Which two additional pieces of information are important prior to a meeting with the
customer to discuss their adoption journey prior to the renewal?
(Choose two.)
• A. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. questions to validate the interpreted analytical data Most Voted
• E. support tickets reports and diagnostic information Most Voted

Correct Answer: DE 🗳️

Question #55Topic 1
Which item should the Customer Success Manager focus on to enable the adoption of a software
solution?
• 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

Correct Answer: D 🗳️

Question #56Topic 1
Which two actions should the Customer Success Manager take throughout the quarter to support
their customer? (Choose two.)
• 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 Most Voted
• D. Manage the service issues and escalations Most Voted
• E. Join the sales and marketing strategy meetings

Correct Answer: CD 🗳️

Question #57Topic 1
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?
• A. Contact the services team and request that they reach out to the customer and address
the solution
• B. Make the renewals manager aware that the one solution is not fully implemented
• C. Investigate why the customer has not enabled the solution and work with the sales and
renewals teams to address the issue
• D. No action is needed because the customer will likely renew, and the issue can be
addressed after the renewal

Correct Answer: C 🗳️

Question #58Topic 1
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
• A. Suggest that the customer replace their existing staff
• B. Provide the customer with a chargeable deployment service
• C. Re-enforce the time to value of the solution
• D. Give the customer a discount on a future purchase

Correct Answer: C 🗳️

Question #59Topic 1
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
• A. Engage with the account team to understand the expansion opportunities
• B. Perform a deep analysis of all the sales orders to the past 24 months
• C. Build an understanding of your customer's business and market trends and
priorities Most Voted
• D. Speak the internal contacts to understand the customer sentiment and outstanding
escalations

Correct Answer: C 🗳️

Question #60Topic 1
A customer has finalized all of their solution planning and will be deploying it over the next two
weeks. As the customer Success Manager, what is the next logical step to focus on for the
customer's lifecycle journey?
• A. Quarterly Success Review build and delivery
• B. service introduction to confirm that they know how to submit service issues at the go
live Most Voted
• C. initial user group identified and their use cases confirmed
• D. customer's stakeholders and their business outcomes
• E. additional features that will align with the business outcomes
Correct Answer: B 🗳️

Question #61Topic 1
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming
advocates for the Customer Success Manager's company. Which two opportunities can lead to
advocacy? (Choose two.)
• A. moments of success when the customer acknowledges progress Most Voted
• B. successful contract renewal
• C. green health scores over intermittent time periods
• D. continuing results based on unexpected value Most Voted
• E. results that are not measurable

Correct Answer: AD 🗳️

Question #62Topic 1
Refer to the exhibit. Which initial action does a Customer Success Manager take?

• 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 Most Voted
• 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

Correct Answer: B 🗳️

Question #63Topic 1
A Customer Success Manager must deliver high touch customer success experience. Which
customer engagement model must be used?
• 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 Most Voted
• 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

Correct Answer: B 🗳️

Question #64Topic 1
In which stage does the Customer Success Manager initially validate stakeholders?
• A. onboarding
• B. deployment
• C. utilization
• D. purchase

Correct Answer: A 🗳️

Question #65Topic 1
DRAG DROP -
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.
Select and Place:

Hide Solution Discussion 4

Correct
Answer:
Question #66Topic 1
A customer informs their Customer Success Manager that they are not realizing the savings
expected with their technology solution. The Customer Success
Manager acknowledges the concern and takes ownership. Which action does the Customer
Success Manager take first?
• A. Engage the service delivery manager and request two days of free consultation for the
customer
• B. Communicate to the technical customer center and request that an expert contact the
customer to discuss the purchased solution
• C. Escalate the situation to your manager and request a customer visit to understand
concerns and expectations
• D. Check the account health report, review the expected outcomes in the success plan, and
set up an internal meeting with the account team to discuss next steps

Correct Answer: D 🗳️

Question #67Topic 1
Which two metrics are used by Customer Success Managers to measure customer success?
(Choose two.)
• A. help desk data
• B. health score Most Voted
• C. risk management
• D. telemetry Most Voted
• E. training surveys

Correct Answer: BD 🗳️
Question #68Topic 1
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure
efficient execution and communication across a project team, and facilitate stakeholder
management?
• A. KPIs
• B. Health Index Report
• C. RACI Most Voted
• D. Stakeholder Map

Correct Answer: C 🗳️

Question #69Topic 1
A customer's call center unexpectedly moved from in-person to remote operations and discovered
that agents could no longer record their calls. The customer escalates this problem to their
Customer Success Manager and requests a resolution. The Customer Success Manager
recognizes that the customer is using collaboration products with outdated software. What is the
first step of the mitigation plan?
• A. Evaluate the availability of resources to work on the problem. Most Voted
• B. Engage a specialist to identify a technical solution or workaround.
• C. Conduct an assessment of the business impact of the problem.
• D. Establish a timeline of when a solution must be in place.

Correct Answer: C 🗳️

Question #70Topic 1
Which role within a Customer Success organization acts as a single contact point for a customer
across multiple technologies?
• A. Delivery Team
• B. Customer Success Manager
• C. Account Manager
• D. Customer Success Specialist

Correct Answer: B 🗳️

Question #71Topic 1
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only
60% of activated users are engaging with the solution. Which two actions should the Customer
Success Manager recommend to the client? (Choose two.)
• A. Have marketing write a blog post about the new solution.
• B. Encourage the customer to purchase updated endpoints.
• C. Block all alternative chat and video collaboration systems.
• D. Conduct a survey to determine which collaboration solutions users are using.
• E. Advertise additional user training sessions throughout the organization.
Correct Answer: DE 🗳️

Question #72Topic 1
A customer does not feel they have received value from a software solution, and the 3-year
contract is expiring in 60 days. The customer is hesitant to continue spending money and is
considering other alternatives. Which stakeholder is responsible for ensuring that the customer
realizes value from solutions coming up for renewal?
• A. Product Sales Specialist
• B. Renewals Manager
• C. Account Manager
• D. Customer Success Manager

Correct Answer: D 🗳️

Question #73Topic 1
What is the first step a Customer Success Manager should take to identify why the solution was
purchased?
• A. Engage with the customer.
• B. Review the bill of materials.
• C. Collaborate with the sales team.
• D. Evaluate the Customer Success Plan. Most Voted

Correct Answer: A 🗳️

Question #74Topic 1
The customer wants to improve operational expenditure and reduce the C02 footprint of the
organization. Which two business outcomes are critical to the company's success? (Choose two.)
• A. sustainability Most Voted
• B. credibility
• C. time to market
• D. business growth
• E. cost efficiency Most Voted

Correct Answer: AE 🗳️

Question #75Topic 1
You notice a decline over time in your customer's usage of your product. Which action do you
consider?
• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer's business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition
Correct Answer: C 🗳️

Question #76Topic 1
Which two actions are critical when communicating with executives? (Choose two.)
• A. Keep services as a primary topic
• B. Focus on the value achieved Most Voted
• C. Incorporate the sales team's plan
• D. Target executive priorities Most Voted
• E. Focus on technical details

Correct Answer: BD 🗳️

Question #77Topic 1
Which two results of a successful customer onboarding stage are the most important? (Choose
two.)
• A. organization chart discussed
• B. account relationships identified
• C. desired business outcomes discussed
• D. stakeholders identified
• E. network diagrams discussed

Correct Answer: CD 🗳️

Question #78Topic 1
DRAG DROP -
The customer wants to increase the utilization of their video conferencing system. Drag and drop
the actions from the left into the correct sequence on the right.
Select and Place:

Correct
Answer:
Question #79Topic 1
What is the purpose of capturing moments of success with a customer?
• A. recognizing the value of the engagement
• B. validating deployment of the solution
• C. expanding the purchased solution
• D. renewing the contract and subscription

Correct Answer: A 🗳️

Question #80Topic 1
From a Customer Success perspective, which reason to monitor your customer's health is the
most important?
• A. It provides the opportunity to address any changes in the customer's experience or
actions around the solution Most Voted
• 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

Correct Answer: A 🗳️

Question #81Topic 1
Refer to the exhibit. The graph shows a customer with a software product and highlights the
number of paid-for licenses (shown with the orange line) and the number of users actively using
the product (shown with the blue line). Which statement about the customer is true?

• A. The customer has a high probability to renew and will include an expanded opportunity
• B. The customer's usage is too low to correctly measure the chance of their retention
• C. The customer has increased usage, which shows a strong indicator of renewal Most
Voted
• D. The customer's usage has seen a recent decline and the chance of them churning will
be higher

Correct Answer: D 🗳️

Question #82Topic 1
The CIO of a bank and their vendor have a significant disagreement over the value of the work that
was delivered the past two years under the existing managed- services contract. The contract
renewal process was delayed over three months, with considerable risk to both parties. Which best
practice will help prevent this type of disagreement?
• A. Adopt a lifecycle approach with a proactive review of service performance against
KPIs. Most Voted
• B. Have the CSM define how value should be measured at the end of the contract period.
• C. Engage a third-party mediator to develop contract goals and evaluate the objectives at
regular intervals.
• D. Have the CIO define a clear IT strategy and implement the suggestions immediately.

Correct Answer: A 🗳️

Question #83Topic 1
From a Customer Success perspective, why should the customer's health be monitored?
• A. to provide the opportunity to address any changes in the customer's experience around
the solution Most Voted
• B. to identify unused licenses so they can be addressed via a service improvement plan
• C. to directly enable renewals
• D. to give the customer valuable insight so they can automatically renew critical services on
time
Correct Answer: A 🗳️

Question #84Topic 1
Which two outcomes are expansion opportunities within customer success? (Choose two.)
• A. expansion of solution features Most Voted
• B. renewal of solution subscription
• C. purchase of a new solution Most Voted
• D. deployment of solution
• E. expansion of solution services

Correct Answer: AE 🗳️

Question #85Topic 1
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
• A. The adoption campaign provides notifications of new feature releases.
• B. The adoption campaign surveys all end users for product feedback. Most Voted
• C. The adoption campaign notifies customers of a critical bug.
• D. The adoption campaign provides free trial licenses for feature upgrades.
• E. The adoption campaign provides free user training. Most Voted

Correct Answer: AB 🗳️

Question #86Topic 1
What are two examples of expand opportunities? (Choose two.)
• A. providing solution optimization services Most Voted
• B. adding headcount to manage solution by the customer
• C. training on existing features
• D. hosting an executive review
• E. increasing license count Most Voted

Correct Answer: AE 🗳️

Question #87Topic 1
What is a type of expansion opportunity?
• A. additional user groups Most Voted
• B. positive customer sentiment
• C. strong stakeholder communication
• D. using latest release versions

Correct Answer: A 🗳️

Question #88Topic 1
Which two actions are in adoption campaign? (Choose two.)
• 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

Correct Answer: AD 🗳️

Question #89Topic 1
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two.)
• A. Experience
• B. Evaluation Most Voted
• C. Awareness Most Voted
• D. Deployment
• E. Adoption

Correct Answer: BC 🗳️

Question #90Topic 1
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.)
• A. cost efficiency
• B. employee satisfaction
• C. time to market
• D. business growth
• E. sustainability

Correct Answer: CD 🗳️

Question #91Topic 1
Which Customer Success activity is critical from the supplier perspective?
• A. identifying opportunities for sales expansion
• B. driving full adoption of the company’s technology across all supported solutions
• C. ensuring the customer has a success plan and is achieving each milestone in a timely
manner
• D. listening carefully to the customer’s feedback and taking actions so the company’s
solutions can be improved

Correct Answer: C 🗳️

Question #92Topic 1
What is a lagging indicator of the customer achieving the value proposition?
• A. product deployment
• B. contract renewal Most Voted
• C. decrease in the number of problem reports
• D. movement to evaluate stage

Correct Answer: B 🗳️

Question #93Topic 1

Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the
success plan?
• A. Design and propose a discount on product G.
• B. Contact and collaborate with the individuals involved in the onboarding of product E
• C. Offer and encourage the opportunity for the customer to participate in a success story for
product F.
• D. Identify and document barriers that impact product C.

Correct Answer: D 🗳️

Question #94Topic 1
What is the purpose of targeted use cases?
• A. They highlight the product differentiation from a competitor.
• B. They define how a solution is applied to enable a desired outcome.
• C. They function without the purchase of additional services.
• D. They provide customers with ways to take advantage of additional features.

Correct Answer: B 🗳️

Question #95Topic 1
How can Customer Success Plan tracking drive additional license purchases?
• A. The Success Plan tracks the mean time to failure of the solution.
 • B. The Success Plan tracks the number of threats blocked and benchmarks it against the
previous year.
• C. The Success Plan tracks gains in user productivity and communicates this back to the
business.
• D. The Success Plan tracks the number of technical support cases opened.

Correct Answer: C 🗳️

Question #96Topic 1
Which two activities support Customer Success planning? (Choose two.)
• A. service ticket tracking
• B. adoption barrier identification Most Voted
• C. quality control
• D. service delivery program management
• E. KPI tracking Most Voted

Correct Answer: DE 🗳️

Question #97Topic 1
What is a common indicator of customer health?
• A. number of services purchased
• B. number of licenses purchased
• C. customer satisfaction metric
• D. amount of money spent on the solution

Correct Answer: C 🗳️

Question #98Topic 1
A customer complains about the number of times they must explain their problems and ask
different team members to find a solution. How can this issue be avoided?
• A. Share the company’s organizational chart with the support team.
• B. Provide customers with relevant use cases for the purchased solution.
• C. Ensure that the customer knows the point of contact for product training.
• D. Clarify roles and responsibilities with the stakeholders.

Correct Answer: D 🗳️

Question #99Topic 1
What is a business adoption barrier?
• A. solution is not implemented Most Voted
• B. customer lacks technical knowledge
• C. services are unpurchased
• D. lack of customer stakeholder
Correct Answer: A 🗳️

Question #100Topic 1
What is a technical adoption barrier?
• A. lack of integration with other products Most Voted
• B. underutilization of licenses
• C. untrained customer user group
• D. customer not measuring product value

Correct Answer: A 🗳️

Question #101Topic 1
The customer has a new leadership team that expresses concern over the lack of adoption of a
purchased solution. Which two activities must the Customer Success Manager initiate to mitigate
this risk? (Choose two.)
• A. Create a new Health Index dashboard with the Sales team.
• B. Evaluate the customer’s expertise in managing the purchased solution.
• C. Examine solution pricing with the Renewals Manager.
• D. Schedule Quarterly Business Review with the new leadership team. Most Voted
• E. Review the original business case and reassess desired outcomes with the new
leadership team. Most Voted

Correct Answer: DE 🗳️

Question #102Topic 1
Which factor delays time to value?
• A. unreviewed Success Plan
• B. unpaid invoice
• C. loss of project sponsor Most Voted
• D. negative Net Promoter Score

Correct Answer: B 🗳️

Question #103Topic 1
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
• A. sales proof of concept
• B. late-stage adoption
• C. early-stage adoption Most Voted
• D. solution renewal

Correct Answer: C 🗳️
Question #104Topic 1
Which perspectives are covered in a balanced scorecard?
• A. customer, employee, partner, risk
• B. business process, customer, financial, learning, growth
• C. competition, culture, financial. IT systems
• D. business outcomes, customer, employee, risk

Correct Answer: B 🗳️

Question #105Topic 1
Which action should a Customer Success Manager take when the product utilization score is not
improving?
• A. Conduct customer interviews to understand current adoption barriers and develop a
solution plan.
• B. Engage the sales team to upsell the solution and offer options and product diversity to
the customer.
• C. Review the support case history to identify product quality or customer education issues.
• D. Contact the product operations team to review the telemetry and offer insights to the
customer.

Correct Answer: A 🗳️

Question #106Topic 1
As a Customer Success Manager, what is the most important metric to uncover during
onboarding?
• A. cost
• B. value Most Voted
• C. benefit
• D. customer relationship

Correct Answer: D 🗳️

Question #107Topic 1
On which two objectives should communication with customer executives focus? (Choose two.)
• A. return on investment
• B. product improvement
• C. new sales
• D. user training
• E. time to value

Correct Answer: AE 🗳️
Question #108Topic 1
What is the order of the key elements of process improvement for Customer Success?
• A. measure, define, analyze, control, improve
• B. define, measure, analyze, improve, control Most Voted
• C. define, analyze, measure, improve, control
• D. analyze, define, measure, control, improve

Correct Answer: B 🗳️

Question #109Topic 1
A Customer Success Manager was assigned a strategic new account. Which action prepares them
for the customer introduction meeting?
• A. Engage with the account team to understand the expansion opportunities.
• B. Perform a deep analysis of all the sales orders to the past 24 months.
• C. Document customer’s current technical escalations.
• D. Speak the internal contacts to understand the customer’s priorities and sentiment. Most
Voted

Correct Answer: D 🗳️

Question #110Topic 1
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?
• A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for
all users of the new technology.
• B. Assign internal resources to develop and deliver training to the customer’s IT staff to
ensure the project is successful.
• C. Complete a knowledge assessment of the Project and Operations teams, determine
gaps, and develop a training plan.
• D. Research the best training available for this new technology and ensure as many IT staff
as possible attend the training.

Correct Answer: A 🗳️

Question #111Topic 1
Which element of the renewal risk analysis is associated with a customer's requests to maintain
existing pricing?
• A. customer budget
• B. adoption barriers
• C. value realization
• D. competitive differentiation

Correct Answer: A 🗳️
Question #112Topic 1
Which scenario represents a use case expand opportunity?
• A. usage KPIs are on target entering the fourth quarter
• B. supplementary training sessions are organized on existing features
• C. solution management team adds headcount
• D. endpoint security solution extended to cover data center servers in addition to
laptops Most Voted

Correct Answer: D 🗳️

Question #113Topic 1
As part of the Customer Success Manager role, success stories and references are valuable in
showcasing the value of the product. If a customer has a privacy policy that precludes them from
public sharing, which action helps to mitigate any concerns?
• A. Talk to senior management to explain the benefits of success story creations.
• B. Explain that this is a role metric that is needed to satisfy quotas.
• C. Make the story for internal use only. Most Voted
• D. Offer the customer free products or services as an incentive.

Correct Answer: C 🗳️

Question #114Topic 1
Which activity should happen after successful customer value realization?
• A. Publish a case study that presents the customer success story.
• B. Identify lessons learned and see how the engagement time can be shortened.
• C. Fully engage in a feature planning session for the future.
• D. Review usage, potential roadblocks, and bottlenecks to product engagement.

Correct Answer: B 🗳️

Question #115Topic 1
Which two Customer Success approaches should a Customer Success Manager provide for their
customers that face stalled implementation? (Choose two.)
• A. Sell additional training to the customer.
• B. Introduce new features that have been recently enabled within the product.
• C. Review priorities from the Success Plan with customer leadership.
• D. Offer upfront discounts and secure the business for as many years as possible.
• E. Determine if there has been a change in resourcing or stakeholders.

Correct Answer: CE 🗳️
Question #116Topic 1
What is a leading indicator of adoption in the healthscore?
• A. renewal
• B. integrated account plan
• C. product sales
• D. product quality Most Voted

Correct Answer: A 🗳️

Question #117Topic 1
What is the financial implication of churn?
• A. reduced technology footprint
• B. increased user licensing
• C. reduced revenue
• D. increased renewal value

Correct Answer: C 🗳️

Question #118Topic 1
While talking to employees of a customer's front-line operations, a Customer Success Manager
learns that the team is evaluating a competitive solution for an existing solution they own but use
minimally. What is the next step the Customer Success Manager should take after this
conversation?
• A. Host a discovery session with stakeholders to identify challenges and desired
outcomes. Most Voted
• B. Invites the stakeholders to attend technical training on different product use cases.
• C. Educate the operations team on the features and capabilities of the existing solution.
• D. Ensure the customer's procurement team is aware of the existing solution and its usage
history.

Correct Answer: A 🗳️

Question #119Topic 1
Which two actions should be taken when a customer's usage is in decline? (Choose two.)
• A. Show the customer how the current solution compares to the offers from a competitor.
• B. Assess the capabilities of the solution against the customer's desired outcomes.
• C. Tell the customer a new solution will soon be available.
• D. Review the implementation plan with key customer leadership.
• E. Identify changes in the customer's business processes.

Correct Answer: BE 🗳️
Question #120Topic 1

Refer to the exhibit. Which action should the Customer Success Manager take to improve the
health index of Company B?
• A. Analyze annual recurring revenue growth and reduce renewal risks associated with
technology.
• B. Perform a marketing campaign and design a roadmap of new products.
• C. Provide recommendations for training and offer scripts for learning products.
• D. Observe the net promoter scores and how likely the customer is to create a success
story.

Correct Answer: A 🗳️

Question #121Topic 1
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
• A. Onboard
• B. Purchase
• C. Implement
• D. Select Most Voted

Correct Answer: D 🗳️

Question #122Topic 1
What are two customer advantages of purchasing subscription licenses? (Choose two.)
• A. It enables software providers to control customer consumption.
• B. The customer can discontinue the subscription if value is not realized.
• C. It provides the customer with a pay per use model.
• D. It creates high aftermarket resale value.
• E. Software maintenance is offered through a separate contract.

Correct Answer: BC 🗳️
Question #123Topic 1

Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the
RACI matrix?
• A. Lack of sufficient expertise with minimal consulting stakeholders engaged.
• B. Running the risk of under communicating with too few stakeholders involved.
• C. It is difficult to get a consensus or agreement with the number of roles accountable.
• D. Too many people are responsible, which leaves no clear leader.

Correct Answer: C 🗳️

Question #124Topic 1
A customer has six technical support cases open that are related to user connectivity that have
negatively impacted the customer health scores for product quality and customer sentiment. After
the Customer Success Manager assesses the business impact, which action creates a mitigation
plan?
• A. Offer the customer a discount because of their problems.
• B. Request a meeting with customer executives.
• C. Establish a timeline of when a solution must be in place. Most Voted
• D. Ensure the escalation to technical specialists.

Correct Answer: C 🗳️

Question #125Topic 1

Refer to the exhibit. Which action should the Customer Success Manager take to improve the
health index of Company A?
• A. Analyze annual recurring revenue growth, renewal rates of other products, and
timeliness of bill pay.
• B. Observe net promotor scores and how likely the customer is to recommend the products
to someone else.
 • C. Provide recommendations for training or suggest new features based on data analysis.
• D. Perform a marketing campaign and share the roadmap of new products.

Correct Answer: C 🗳️

Question #126Topic 1
What is a lagging indicator of the customer achieving the value proposition?
• A. product deployment
• B. contract renewal Most Voted
• C. decrease in the number of problem reports
• D. movement to evaluate stage

Correct Answer: A 🗳️

Question #127Topic 1
Which analysis model is used to better understand the customer business environment?
• A. dashboard
• B. SWOT
• C. renewal contract
• D. RACI

Correct Answer: B 🗳️

Question #128Topic 1
What is a financial implication of churn?
• A. increase in service level
• B. decrease in subscription
• C. expansion of contract
• D. decrease in discounts

Correct Answer: B 🗳️

Question #129Topic 1
What is an objective of the Customer Success Manager?
• A. make decisions on behalf of the customer to reduce time to value
• B. train customers to ensure they understand the full capabilities of the solution
• C. help customers recognize the self-service model Most Voted
• D. solve customer problems to attain business outcomes

Correct Answer: D 🗳️
Question #130Topic 1
Which stakeholder works directly with the customer executives to ensure that their business
outcomes are aligned with and achieved using purchased solutions?
• A. Renewals Manager
• B. Product Sales Specialist
• C. Account Manager
• D. Customer Success Manager

Correct Answer: D 🗳️

Question #131Topic 1
The customer purchased a solution with a specific use case in mind but has not yet expressed
interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)
• A. Identify target outcomes based on known challenges to demonstrate how a new use
case could help achieve them.
• B. Recognize tools that compete with the expansion opportunity and offer discounts to
switch.
• C. Conduct a discovery session to uncover their additional pain points.
• D. Provide additional training on the current use case to drive adoption.
• E. Present case studies that outline the benefits they achieved and highlight compelling
metrics.

Correct Answer: AD 🗳️

Question #132Topic 1
What is a purpose of a customer stakeholder map?
• A. to create a communication plan Most Voted
• B. to build a product roadmap
• C. to establish a training plan
• D. to identify the critical elements of customer culture

Correct Answer: D 🗳️

Question #133Topic 1
What is the barrier type when end-users are having difficulties understanding the features and
functionalities of the new solution?
• A. technical
• B. business
• C. operational Most Voted
• D. corporate culture

Correct Answer: C 🗳️
Question #134Topic 1
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. Explain the limitations of the available reports and offer options to provide input to
develop new reports.
• D. Agree on a set of metrics and share the results and trend lines with recommendations
for improvement.

Correct Answer: C 🗳️

Question #135Topic 1
A Customer Success Manager is creating an adoption campaign for a customer. Where should the
campaign focus to identify expand opportunities?
• A. Increase solution discount.
• B. Identify workshops that could optimize performance.
• C. Explore additional use cases to achieve business outcomes.
• D. Confirm all required items have been purchased.

Correct Answer: C 🗳️

Question #136Topic 1
How does the Customer Success Manager identify the product and solutions purchased by a
customer?
• A. Baseline products and solutions with the account team
• B. Check sales for the customer pipeline to record products and solutions
• C. Tour facility with the customer to catalog products and solutions
• D. Review statement of work to archive products and solutions mentioned

Correct Answer: D 🗳️

Question #137Topic 1
What are the sources used to identify barriers?
• A. customer, product, usage
• B. people, plan, process
• C. success plan, tools, training
• D. people, process, tools

Correct Answer: D 🗳️
Question #138Topic 1
How should a Customer Success Manager resolve a customer's skill gap for a new product?
• A. Allow the customer time to initiate action to address skill gaps on their terms
• B. Create a blog post to publish on the company’s engineering community website
• C. Deliver skills required by role with associated training for the product
• D. Email a technical material link to customer stakeholders

Correct Answer: C 🗳️

Question #139Topic 1
Who confirms the use cases targeted in a Customer Success Plan?
• A. primary customer stakeholder
• B. account team sales lead
• C. customer enterprise architect
• D. Customer Success Manager

Correct Answer: A 🗳️

Question #140Topic 1
Which two elements are used to track and measure as key performance indicators? (Choose two.)
• A. lagging
• B. learning
• C. scoping
• D. leading
• E. strategizing

Correct Answer: AD 🗳️

Question #141Topic 1
Which metric is used to determine how much should be spent to acquire a customer?
• A. ACV
• B. MRR
• C. LTV
• D. ATR

Correct Answer: C 🗳️
Question #142Topic 1
The customer has a new leadership team that expresses concern over the lack of adoption of a
purchased solution. Which two activities must the Customer Success Manager initiate to mitigate
this risk? (Choose two.)
• A. Review the original sales proposal with the sales team.
• B. Evaluate the customer’s expertise in managing the purchased solution.
• C. Offer discounts on new products to gain the interest of the new leadership.
• D. Address and resolve all technical issues.
• E. Review the original business case and reassess desired outcomes with the new
leadership

Correct Answer: BE 🗳️

Question #143Topic 1
What should be the primary source of information about a customer’s current adoption barriers?
• A. current industry trends
• B. insight from the account team
• C. bill of materials
• D. customer strategic goals

Correct Answer: B 🗳️

Question #144Topic 1
What is the value proposition of customer success for customers?
• A. reduction of risk
• B. reduced time to value
• C. expansion opportunities
• D. impacting business outcomes

Correct Answer: D 🗳️

Question #145Topic 1
What are two adoption barriers? (Choose two.)
• A. gaps in the account baseline
• B. unused customer success support
• C. lack of resources
• D. loss of project sponsor
• E. lack of expansion

Correct Answer: CD 🗳️
Question #146Topic 1
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are
achieved?
• A. the success plan, the agreed priorities, and the planned outcomes
• B. technical support cases in flight and support options
• C. stakeholder mapping and planned training sessions
• D. upcoming contract renewal and expansion opportunities

Correct Answer: A 🗳️

Question #147Topic 1
What is the role of a subject matter expert in the Customer Success process?
• A. accelerates customer value realization
• B. challenges the status quo
• C. drives adoption
• D. shares industry trends

Correct Answer: B 🗳️

Question #148Topic 1
What are two expectations of the Quarterly Success Review? (Choose two.)
• A. Consider upgrades to support existing solutions.
• B. Track key performance indicators or milestones.
• C. Offer additional license purchases.
• D. Align with customer’s critical business objectives.
• E. Negotiate the level of discount in a solution expansion.

Correct Answer: BD 🗳️

Question #149Topic 1
What are two expected outcomes of the customer onboard stage? (Choose two.)
• A. opportunities for advocacy shared
• B. stakeholders identified
• C. business outcomes with KPI metrics identified
• D. training sessions for end users planned
• E. network diagrams provided

Correct Answer: BC 🗳️