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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?

1. A. Engage the service delivery manager and request two days of free consultation for the customer
2. B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
3. C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
4. D. 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

Correct Answer: D

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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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?

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

Correct Answer: A

Which statement describes the difference between customer success and customer sales?

1. A. Customer sales is about selling solutions to meet business need
2. B. Customer success is about getting customers to utilize those solutions to get the value they intended.
3. C. Customer sales is about getting customers to utilize their solutions to get the value they intended.Customer success is about making sure the customer deploys the solution within an effective timeline.
4. D. Customer sales is about getting customers to utilize their solutions to get the value they intended.Customer success is about expanding the customer’s portfolio.
5. E. Customer sales is about selling solutions to meet business need
6. F. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Correct Answer: A

Which activity reduces the risk of chum?

1. A. providing a discount on renewal
2. B. lowering the service level
3. C. expanding the customer footprint
4. D. educating on product features

Correct Answer: C

Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

1. A. Design and propose a discount on product G.
2. B. Contact and collaborate with the individuals involved in the onboarding of product E.
3. C. Offer and encourage the opportunity for the customer to participate in a success story for product F.
4. D. Identify and document barriers that impact product C.

Correct Answer: D