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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?
A. 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
B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
C. Engage the service delivery manager and request two days of free consultation for the customer
D. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
Answer: A
Explanation:
The first action the Customer Success Manager should take is to check the account health report and review the expected outcomes in the success plan. This will provide insights into where the customer's expectations may not be met. Following this, setting up an internal meeting with the account team to discuss next steps is crucial for developing a strategy to address the customer's concerns.
NEW QUESTION # 18
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.)
A. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
B. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
C. Provide additional training on the current use case to drive adoption.
D. Conduct a discovery session to uncover their additional pain points.
E. Present case studies that outline the benefits they achieved and highlight compelling metrics.
Answer: B,D
Explanation:
To gain commitment for additional use cases, it is effective to identify target outcomes that address known challenges and demonstrate how new use cases can help achieve them. Additionally, conducting a discovery session to uncover additional pain points can reveal opportunities for further use cases
NEW QUESTION # 19
What is a type of expansion opportunity?
A. using latest release versions
B. positive customer sentiment
C. additional user groups
D. strong stakeholder communication
Answer: C
NEW QUESTION # 20
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.
Which two business outcomes are critical to the company's success? (Choose two.)
A. risk management
B. cost efficiency
C. credibility
D. employee satisfaction
E. sustainability
Answer: B,D
NEW QUESTION # 21
Why is it convenient to tie business outcomes and the customer value proposition?
A. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
B. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
C. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
D. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
Answer: C
NEW QUESTION # 22
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