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Section | Weight | Objectives |
---|---|---|
Success Plan Creation | 25% | - Identify the product or solution purchased - Identify key stakeholder roles - Validate the desired business outcome based on information obtained from key stakeholders - Identify critical success factors to connect to business outcomes - Analyze the account baseline to identify gaps
|
Customer Success Management | 20% | - Explain the elements of customer onboarding
Deployment planning Priority success focus Timeline to value Feature matrix utilization
Customer and industry observations Customer conversations and interactions Account data and scoreboard review Capturing moments of success Success Plan review
Customer Executive Account Manager Customer User Services Business Unit
|
Expand Opportunities and Renewal | 15% | - Describe types of expand opportunities
Additional features New use cases Additional User groups New solutions Change management services
|
Customer Success Industry | 15% | - Explain the key drivers creating the need for Customer Success - Define customer success (expected and unexpected value) - Explain the customer lifecycle journey - Compare customer success, customer support and sales - Explain the value proposition for customer success Vendor Customer
Software licensing Service subscriptions Enterprise agreements CapEx vs OpEx
Leading indicators Lagging indicators
Churn Expand Renewal (MRR, ATR, LTV, ACV)
High touch Virtual touch Digital touch
|
A. Engage with the account team to understand the expansion opportunities
B. Build an understanding of your customer's business and market trends and priorities
C. Speak the internal contacts to understand the customer sentiment and outstanding escalations
D. Perform a deep analysis of all the sales orders to the past 24 months
Answer: B
NEW QUESTION # 53
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
Answer: A,C
NEW QUESTION # 54
Which Customer Success activity is critical from the supplier perspective?
Answer: B
NEW QUESTION # 55
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
Answer: A,B
NEW QUESTION # 56
Which expense is aN operating expense (OPEX)?
Answer: C
NEW QUESTION # 57
......
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