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NEW QUESTION 39
Which of these is included in a success plan?

  • A. services cost
  • B. confidential customer information
  • C. customer HR processes
  • D. customer business outcomes

Answer: A,D

 

NEW QUESTION 40
What is the first step a Customer Success Manager should take to identify why the solution was purchased?

  • A. Review the bill of materials
  • B. Evaluate the Customer Success Plan
  • C. Engage with the customer
  • D. Collaborate with the sales team.

Answer: C

 

NEW QUESTION 41
Which activity reduces the risk of chum?

  • A. expanding the customer footprint
  • B. providing a discount on renewal
  • C. lowering the service level
  • D. educating on product features

Answer: A

 

NEW QUESTION 42
Why is it convenient to tie business outcomes and the customer value proposition?

  • A. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
  • B. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
  • C. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
  • D. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.

Answer: D

 

NEW QUESTION 43
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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. Engage a specialist to identity a technical solution or workaround.
  • B. Evaluate the availability of resources to work on the problem.
  • C. Establish a timeline of when a solution must be in place.
  • D. Conduct an assessment of the business impact of the problem.

Answer: B

 

NEW QUESTION 44
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