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The customer wants to increase the number of services in their portfolio and improve the time to launch theseservices. Which two business outcomes are appropriate? (Choose two.)
A. cost efficiency
B. employee satisfaction
C. time to market
D. business growth
E. sustainability
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choosetwo.)
A. Experience
B. Evaluation
C. Awareness
D. Deployment
E. Adoption
Which two actions are in adoption campaign? (Choose two.)
A. messaging to users on best practice approaches to their solution
B. messaging to stakeholders on new product releases
C. messaging to stakeholders on the new features of their solution
D. survey sent to all end users
E. renewal reminder to stakeholders
What is a type of expansion opportunity?
A. additional user groups
B. positive customer sentiment
C. strong stakeholder communication
D. using latest release versions
What are two examples of expand opportunities? (Choose two.)
A. providing solution optimization services
B. adding headcount to manage solution by the customer
C. training on existing features
D. hosting an executive review
E. increasing license count
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
A. The adoption campaign provides notifications of new feature releases.
B. The adoption campaign surveys all end users for product feedback.
C. The adoption campaign notifies customers of a critical bug.
D. The adoption campaign provides free trial licenses for feature upgrades.
E. The adoption campaign provides free user training.
Which two outcomes are expansion opportunities within customer success? (Choose two.)
A. expansion of solution features
B. renewal of solution subscription
C. purchase of a new solution
D. deployment of solution
E. expansion of solution services
From a Customer Success perspective, why should the customer’s health be monitored?
A. to provide the opportunity to address any changes in the customer’s experience around the solution
B. to identify unused licenses so they can be addressed via a service improvement plan
C. to directly enable renewals
D. to give the customer valuable insight so they can automatically renew critical services on time
The CIO of a bank and their vendor have a significant disagreement over the value of the work that wasdelivered the past two years under the existing managed-services contract. The contract renewal process wasdelayed over three months, with considerable risk to both parties. Which best practice will help prevent thistype of disagreement?
A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
B. Have the CSM define how value should be measured at the end of the contract period.
C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?
A. It provides the opportunity to address any changes in the customer’s experience or actions around thesolution
B. It allows the customer to identify unused licenses so they can be addressed via a service improvementplan
C. Understanding your customer’s health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critical on time
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