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NEW QUESTION 43
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

Answer:

Explanation:

 

NEW QUESTION 44
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
  • B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
  • C. Contact the services team and request that they reach out to the customer to address the solution.
  • D. No action is needed because the customer will probably renew and you can address the issue after the renewal.

Answer: B

 

NEW QUESTION 45
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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. Conduct an assessment of the business impact of the problem.
  • B. Evaluate the availability of resources to work on the problem.
  • C. Establish a timeline of when a solution must be in place.
  • D. Engage a specialist to identity a technical solution or workaround.

Answer: A

 

NEW QUESTION 46
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

  • A. 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.
  • 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. 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.
  • D. Service organizations must evolve from a “break fix” 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.

Answer: A

 

NEW QUESTION 47
Which two outcomes are expansion opportunities within customer success? (Choose two.)

  • A. purchase of a new solution
  • B. deployment of solution
  • C. renewal of solution subscription
  • D. expansion of solution features
  • E. expansion of solution services

Answer: D,E

Explanation:
There are many ways that you can add value for your customers by expanding their consumption of your solutions and services, such as these examples:
– Add features to the product or upgrade the license tier
– Implement or optimize services

 

NEW QUESTION 48
……

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