Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
No action is necessary as long as the health index is green
Observe the online image of the customer
Review and update the success plan for ongoing activities
Manage the service issues and escalations
Join the sales and marketing strategy meetings
Correct answer: CD
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
Contact the services team and request that they reach out to the customer to address the solution
Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
No action is needed because the customer will probably renew and you can address the issue after the renewal
Correct answer: B
Which of these is included in a success plan?
confidential customer information
customer business outcomes
customer HR processes
Correct answer: BD
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
increase in new subscribers or increase in end users
number of incidents reported or number of compliance issues
reduction in headcount or operational support costs
customer and employee feedback
number of activities completed or increase in direct time