test 820

A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?

• Provide the customer with access to the raw data to enable them to develop their own insights.

• Appoint a customer representative to review the data and give specific suggestions.

• Explain the limitations of the available reports and offer options to provide input to develop new reports.

• Agree on a set of metrics and share the results and trend lines with recommendations for improvement.

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

• technical

• business

• operational

• corporate culture

What is a purpose of a customer stakeholder map?

• to create a communication plan

• to build a product roadmap

• to establish a training plan

• to identify the critical elements of customer culture

The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

• Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

• Recognize tools that compete with the expansion opportunity and offer discounts to switch.

• Conduct a discovery session to uncover their additional pain points.

• Provide additional training on the current use case to drive adoption.

• Present case studies that outline the benefits they achieved and highlight compelling metrics.

Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

• Renewals Manager

• Product Sales Specialist

• Account Manager

• Customer Success Manager

What is an objective of the Customer Success Manager?

• make decisions on behalf of the customer to reduce time to value

• train customers to ensure they understand the full capabilities of the solution

• help customers recognize the self-service model

• solve customer problems to attain business outcomes

What is a financial implication of churn?

• increase in service level

• decrease in subscription

• expansion of contract

• decrease in discounts

Which analysis model is used to better understand the customer business environment?

• dashboard

• SWOT

• renewal contract

• RACI

What is a lagging indicator of the customer achieving the value proposition?

• product deployment

• contract renewal

• decrease in the number of problem reports

• movement to evaluate stage

Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

• Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

• Observe net promotor scores and how likely the customer is to recommend the products to someone else.

• Provide recommendations for training or suggest new features based on data analysis.

• Perform a marketing campaign and share the roadmap of new products.