The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

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Which two actions are critical when communicating with executives? (Choose two.)

• A.Target executive priorities
• B.Keep services as a primary topic
• C.Incorporate the sales team's plan
• D.Focus on technical details
• E.Focus on the value achieved

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The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

• A.Adopt a lifecycle approach with a proactive review of service performance against KPIs.
• B.Have the CSM define how value should be measured at the end of the contract period.
• C.Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
• D.Have the CIO define a clear IT strategy and implement the suggestions immediately.

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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 solution

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Which statement describes an end user adoption barrier?

• A.There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• B.The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• C.The budget is insufficient to implement the solution for a new branch of the business.
• D.Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

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