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Which method is directly associated with evaluating a customer outcome?
Which method is directly associated with evaluating a customer outcome?A . milestonesB . key performance indicatorsC . metricsD . benchmarksView AnswerAnswer: B
How are operating expenses (OpEx) different from capital expenses (CapEx)?
How are operating expenses (OpEx) different from capital expenses (CapEx)?A . OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.B . OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily...
Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors?
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization’s new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors?...
What is the first step of the mitigation plan?
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software....
Which action should be taken when new company leadership is forcing a competitor’s solution?
Which action should be taken when new company leadership is forcing a competitor’s solution?A . Recheck the value realized by the current solution.B . Demonstrate how the current solution is a lower-cost solution than competitors.C . Hold an executive briefing to evaluate risks of the proposed solution.D . Tell the...
What defines customer success?
What defines customer success?A . the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.B . a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success...
Which action must be taken by Customer Success Manager?
Refer to the exhibit. Which action must be taken by Customer Success Manager?A . Recommend expansion opportunitiesB . Review the financial index.C . Develop a customer testimonial.D . Identify the adoption barriers.View AnswerAnswer: D
What does this health score indicate?
Refer to the exhibit. What does this health score indicate?A . The customer is unlikely to renew this license.B . The customer is unlikely to advocate for this product.C . The customer needs to consume more of this product.D . The customer needs to purchase more licenses.View AnswerAnswer: A
What are two examples of leveraging data to identify a customer barrier? (choose two)
What are two examples of leveraging data to identify a customer barrier? (choose two)A . noting change in customer executive teamB . consulting the health indexC . providing training recommendationsD . reviewing installed base detailsE . evaluating feedback from the customer operations teamView AnswerAnswer: B,E
Which statement about the customer is true?
Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?A . The customer...
