From a Customer Success perspective, why should the customer's health be monitored?

• A.to provide the opportunity to address any changes in the customer's experience around the solution
• B.to give the customer valuable insight so they can automatically renew critical services on time
• C.to identify unused licenses so they can be addressed via a service improvement plan
• D.to directly enable renewals

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Which outcome is the best that a Customer Success Manager can achieve for a customer?

• A.removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
• B.ensuring the customers deployment teams and end users are trained and ready to adopt the technology
• C.full adoption of all the technologies the customer purchased
• D.adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

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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.

Correct Answer:

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A large university has deployed a new IT solution designed to improve the overall student and staff experience Which approach to measure success is the best?

• A.Twice yearly student and staff surveys with two questions related to IT
• B.Combination of tailored surveys and IT tools-based metrics.
• C.Implement staff Super Users to provide feedback
• D.Measure the number of complaints raised by students.

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A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?

• A.Utilize the service team to form a larger internal team to lead the engagement.
• B.Utilize a digital engagement so all your customers experience the touch of customer success.
• C.Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
• D.Utilize people to focus your customers in a 1 many customer success experience.

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