Which two results of a successful customer onboarding stage are the most important? (Choose two.)

• A.desired business outcomes discussed
• B.stakeholders identified
• C.organization chart discussed
• D.network diagrams discussed
• E.account relationships identified

Comment: *

Name: *

Email: *

Verification: *

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

• A.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.
• B.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.
• C.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.
• D.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.

Comment: *

Name: *

Email: *

Verification: *

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

• A.Engage the service delivery manager and request two days of free consultation for the customer
• B.Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
• C.Escalate the situation to your manager and request a customer visit to understand concerns and expectations
• D.Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Comment: *

Name: *

Email: *

Verification: *

What is the best reason for documenting your customer's success?

• A.To provide awareness of the value achieved by the customer's purchased solution
• B.To establish KPI's that measure the success of your company's business
• C.To document roles and responsibilities for your project management
• D.To provide expansion opportunities for your sales team

Comment: *

Name: *

Email: *

Verification: *

Which two options are reasons why effective communications is key to success? (Choose two.)

• A.Can help lessen the impact of business weakness.
• B.Can help mitigate the intrinsic risks within negotiation.
• C.It allows effective interaction between stakeholders.
• D.It allows other strengths to create maximum impact.

Comment: *

Name: *

Email: *

Verification: *