A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

• A.Customer Success Manager
• B.Account Manager
• C.Renewals Manager
• D.Product Sales Specialist

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

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

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In which stage does the Customer Success Manager initially validate stakeholders?

• A.onboarding
• B.deployment
• C.purchase
• D.utilization

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Drag and Drop Question
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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