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A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
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 nextstep the Customer Success Manager should take after this conversation?
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.)
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
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.)
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
What are two examples of leveraging data to identify a customer barrier? (Choose two.)
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used. Select and Place:
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 large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach will best measure success?
Which metric is used to determine how much should be spent to acquire a customer?
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?
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.)
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.
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?
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
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.
The Chief Information Officer (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 for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
How should a Customer Success Manager resolve a customer's skill gap for a new product?
On which two objectives should communication with customer executives focus? (Choose two.)
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.)
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.)
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
TESTED 20 May 2024
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