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NEW QUESTION 51
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?

A. Utilize a digital engagement so all your customers experience the touch of customer success.B. Utilize people to focus your customers in a 1 many customer success experience.C. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.D. Utilize the service team to form a larger internal team to lead the engagement.

Answer: A

 

NEW QUESTION 52
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

A. value realizationB. customer budgetC. competitive differentiationD. adoption barriers

Answer: B

 

NEW QUESTION 53
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. The accelerated pace of innovation in the era of the Internet of Things confuses many customers A CSM helps sales position the right technologies that will accelerate success for their business.B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase The CSM supports sales with use cases and testimonials for proposed solutions.C. Service organizations must evolve from a "break fix' business model to proactive and pre-emptive services that help prevent problems for customers before they arise arid accelerate solution adoption The CSM advises the professional services team on the best services to position.D. IT is increasingly adopting new consumption models In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realised The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.

Answer: A

 

NEW QUESTION 54
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:

Answer:

Explanation:

 

NEW QUESTION 55
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?

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

Answer: B

 

NEW QUESTION 56
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