QUESTION: 49

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?

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

Answer(s): D

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QUESTION: 50

A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?

Twice yearly student and staff surveys with two
Measure the number of complaints raised by students
Combination of tailored surveys and IT tools-based metrics
Implement staff Super Users to provide feedback

Answer(s): B

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QUESTION: 51

Which scenario represents a use case expand opportunity?

usage KPIs are on target entering the fourth quarter
supplementary training sessions are organized on existing features
solution management team adds headcount
endpoint security solution extended to cover data center servers in addition to laptops

Answer(s): D

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QUESTION: 52

Which sources should be used to uncover customer barriers?

data, health score, intuition
conversation, data, health score
intuition, observation, data
observation, conversation, data

Answer(s): D

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QUESTION: 52