Customer Success Re-cascade Assessment

What is the purpose of the Customer Success Re-cascade Program?

• To conduct a health check

• To review customer success

• To align common understanding of Customer Success

• To onboard new customers

True or False: True or False: Customer Success engagements should ideally begin only when there are renewal risks and barriers to address.

• True

• False

Select all that apply: At which stage(s) in the Trends CARE engagement motion depicts the ideal start for CS engagements?

• Close Deal

• Adopt

• Renew

• Expand

What are the 2 Customer Success engagement types?

• High Touch and Low Touch

• Customer Success Team 1 and Customer Success Team 2

• High and Low

• Big Accounts and Small Accounts

1. Which adoption barrier correlates to the following CS service?

First: Lack of End-user Know-how

• Discovery Workshop

• Training & Enablement Services

• Change Management Health Check Services

• Success Planning

1. Which adoption barrier correlates to the following CS service?

Second: Trying to do too much too quickly

• Discovery Workshop

• Success Planning

• Change Management Health Check Services

• Training & Enablement Services

1. Which adoption barrier correlates to the following CS service?

Third: Unclear processes and directions

• Success Planning

• Change Management Health Check Services

• Discovery Workshop

• Training & Enablement Services

1. Which adoption barrier correlates to the following CS service?

Fourth: Lack of Stakeholder Buy-in

• Change Management Health Check Services

• Discovery Workshop

• Success Planning

• Training & Enablement Services

What is a Trends-led customer engagement?

• Shared responsibility between Trends and the Vendor, with both parties offering various customer success services.

• Customer Success services from onboarding, training & enablement, and success planning, are entirely rendered by Trends.

• Customer Success activities and services are led by Trends with the support and expertise of the Vendor.

• Customer directly manages their own success journey with access to self-service resources from both Trends and the Vendor.

Compared to a vendor-led customer success approach, how does a Trends-led approach potentially benefit customers?

• Trends offers unbiased recommendations and broader solution view.

• Trends prioritizes the success of all vendors involved regardless of brand.

• Trend has limited experience in managing complex multi-solution engagements.