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What defines a use case?
What defines a use case?A . comparison of the marketing description of what a product does and the customer’s experience. B. list of actions that define the interactions between a role and a system to achieve a goal. C. list of actions or event steps that a customer uses. D....
What is a business adoption barrier?
What is a business adoption barrier?A . solution is not implemented B. customer lacks technical knowledge C. services are unpurchased D. lack of customer stakeholderView AnswerAnswer: B
What is a common indicator of customer health?
What is a common indicator of customer health?A . number of services purchased B. number of licenses purchased C. customer satisfaction metric D. amount of money spent on the solutionView AnswerAnswer: C
What is the order of the key elements of process improvement for Customer Success?
What is the order of the key elements of process improvement for Customer Success?A . measure, define, analyze, control, improve B. define, measure, analyze, improve, control C. define, analyze, measure, improve, control D. analyze, define, measure, control, improveView AnswerAnswer: B Explanation: Reference: https://www.pmi.org/learning/library/five-elements-process-oriented-project-6946#:~:text=DMAIC%20stands%20for%20Define%2C%20Measure,understand%2C%20a nd%20simply%20make%20sense
What is a financial implication of churn?
What is a financial implication of churn?A . loss of revenue B. increased production C. reduced product utilization D. contract expansionView AnswerAnswer: A Explanation: Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
Which steps with the Project and Operations teams ensure a successful adoption?
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?A . Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the...
Which action prepares them for the customer introduction meeting?
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?A . Engage with the account team to understand the expansion opportunities. B. Perform a deep analysis of all the sales orders to the past 24 months. C. Document customer's current technical...
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 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 element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?A . customer budget B. adoption barriers C. value realization D. competitive differentiationView AnswerAnswer: A
