What is Quarterly Success Review?

• A.new success plan that focuses on the upcoming goals for the customer.
• B.gap analysis that focuses on the state of the customer's current architecture.
• C.technical analysis that outlines the implementation plan and adoption barriers.
• D.a conversation that outlines key initiatives that are agreed upon in the success plan.

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What is a type of expansion opportunity?

• A.using latest release versions
• B.strong stakeholder communication
• C.additional user groups
• D.positive customer sentiment

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Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A.IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
• B.Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
  The CSM advises and professional services team on the best services to position.
• C.The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
• D.IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

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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.

Correct Answer:

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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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

• A.Engage a specialist to identity a technical solution or workaround.
• B.Establish a timeline of when a solution must be in place.
• C.Conduct an assessment of the business impact of the problem.
• D.Evaluate the availability of resources to work on the problem.

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