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

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

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 to address the solution

B.

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

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 probably renew and you can address the issue after the renewal

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

C.

cost efficiency

D.

credibility

E.

sustainability

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

Which method is directly associated with evaluating a customer outcome?

A.

milestones

B.

key performance indicators

C.

metrics

D.

benchmarks

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

C.

IT services KPIs for operations

D.

OPEX KPIs that define the operational costs of the company

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

B.

credibility

C.

time to market

D.

business growth

E.

cost efficiency

What is the best method to measure customer consumption of technology?

A.

telemetry and analytics

B.

recurring revenue management

C.

enterprise CRM and incident management

D.

content management

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

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

D.

Speak the internal contacts to understand the customer sentiment and outstanding escalations