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.)
Answer : AB
Refer to the exhibit. Which initial action does a Customer Success Manager take?
Answer : C
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
Answer : A
In which stage does the Customer Success Manager initially validate stakeholders?
Answer : A
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:
Answer :
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?
Answer : D
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
Answer : AB
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?
Answer : D
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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?
Answer : C
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
Answer : B
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.)
Answer : DE
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?
Answer : D
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
Answer : A
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.)
Answer : AE
Reference:
https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533
You notice a decline over time in your customer's usage of your product. Which action do you consider?
Answer : C