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 directly enable renewals
• C.to identify unused licenses so they can be addressed via a service improvement plan
• D.to give the customer valuable insight so they can automatically renew critical services on time

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What is the customer success objective of a Quarterly Success Review?

• A.Align work effort to outcomes.
• B.Evaluate renewal contract.
• C.Create a success plan.
• D.Introduce new products and services.

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

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Refer to the exhibit. What is the problem with this RACI example?

• A.More stakeholders should be involved.
• B.No one has multiple roles.
• C.Too many people are accountable for this task.
• D.Every task should have four people consulted.

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Refer to the exhibit. Which initial action does a Customer Success Manager take?

• A.Provide trending information on license types B and D and share with all stakeholders
• B.Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
• C.Run analysis on all the license types used by the customer on all platforms
• D.Share the report with the customer point of contact for license types B and D and determine causes

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