A.  

renewal

B.  

integrated account plan

C.  

product sales

D.  

product quality

A.  

recognizing the value of the engagement

B.  

validating deployment of the solution

C.  

expanding the purchased solution

D.  

renewing the contract and subscription

A.  

Evaluate the availability of resources to work on the problem.

B.  

Engage a specialist to identify a technical solution or workaround.

C.  

Conduct an assessment of the business impact of the problem.

D.  

Establish a timeline of when a solution must be in place.

A.  

increase in the number of trained users

B.  

adoption of a product

C.  

development of a new product

D.  

increase in the net promoter score

A.  

Lack of sufficient expertise with minimal consulting stakeholders engaged.

B.  

Running the risk of under communicating with too few stakeholders involved.

C.  

It is difficult to get a consensus or agreement with the number of roles accountable.

D.  

Too many people are responsible, which leaves no clear leader.

A.  

return on investment

B.  

product improvement

C.  

new sales

D.  

user training

E.  

time to value

A.  

Renewals Manager

B.  

Product Sales Specialist

C.  

Account Manager

D.  

Customer Success Manager

A.  

number of users registered, bandwidth utilization, number of training sessions user joined

B.  

number of users registered, service logs, number of users

C.  

number of users registered, number of meetings user initiated, number of meetings user joined

D.  

network utilization, number of meetings user initiated, number of users

A.  

key performance indicators

B.  

milestones

C.  

metrics

D.  

benchmarks

A.  

primary customer stakeholder

B.  

account team sales lead

C.  

customer enterprise architect

D.  

Customer Success Manager

A.  

loss of revenue

B.  

increased production

C.  

reduced product utilization

D.  

contract expansion

A.  

Host a discovery session with stakeholders to identify challenges and desired outcomes.

B.  

Invites the stakeholders to attend technical training on different product use cases.

C.  

Educate the operations team on the features and capabilities of the existing solution.

D.  

Ensure the customer's procurement team is aware of the existing solution and its usage history.

A.  

cost efficiency

B.  

employee satisfaction

C.  

time to market

D.  

business growth

E.  

sustainability

A.  

facilitating the adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business

B.  

removing barriers so the customer achieves the fastest time to value possible from the purchased solution

C.  

providing the organization with a level of oversight of customer spending so the customer has budget visibility

D.  

maintaining software and hardware contracts so the customer maintains up-to-date versions of their products

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

A.  

data, health score, intuition

B.  

conservation, data, health score

C.  

observation, conversation, data

D.  

intuition, observation, data

A.  

ACV

B.  

MRR

C.  

LTV

D.  

ATR

A.  

embedded software

B.  

adjustable pricing

C.  

bundled discounts

D.  

subscription license models

A.  

Engage with the account team to understand the expansion opportunities.

B.  

Perform a deep analysis of all the sales orders to the past 24 months.

C.  

Document customer’s current technical escalations.

D.  

Speak the internal contacts to understand the customer’s priorities and sentiment.

A.  

Conduct customer interviews to understand current adoption barriers and develop a solution plan.

B.  

Engage the sales team to upsell the solution and offer options and product diversity to the customer.

C.  

Review the support case history to identify product quality or customer education issues.

D.  

Contact the product operations team to review the telemetry and offer insights to the customer.

A.  

gaps in the account baseline

B.  

unused customer success support

C.  

lack of resources

D.  

loss of project sponsor

E.  

lack of expansion

A.  

It enables software providers to control customer consumption.

B.  

The customer can discontinue the subscription if value is not realized.

C.  

It provides the customer with a pay per use model.

D.  

It creates high aftermarket resale value.

E.  

Software maintenance is offered through a separate contract.

A.  

Contact the services team and request that they reach out to the customer and address the solution

B.  

Make the renewals manager aware that the one solution is not fully implemented

C.  

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

D.  

No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

A.  

Suggest that the customer replace their existing staff

B.  

Provide the customer with a chargeable deployment service

C.  

Re-enforce the time to value of the solution

D.  

Give the customer a discount on a future purchase

A.  

Recheck the value realized by the current solution.

B.  

Demonstrate how the current solution is a lower-cost solution than competitors.

C.  

Hold an executive briefing to evaluate risks of the proposed solution.

D.  

Tell the new leadership about the long-standing relationship between two companies.

A.  

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 and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

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.  

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

D.  

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.

A.  

Have marketing write a blog post about the new solution.

B.  

Encourage the customer to purchase updated endpoints.

C.  

Block all alternative chat and video collaboration systems.

D.  

Conduct a survey to determine which collaboration solutions users are using.

E.  

Advertise additional user training sessions throughout the organization.

A.  

Run analysis on all the license types used by the customer on all platforms

B.  

Share the report with the customer point of contact for license types B and D and determine causes

C.  

Provide trending information on license types B and D and share with all stakeholders

D.  

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

A.  

make decisions on behalf of the customer to reduce time to value

B.  

train customers to ensure they understand the full capabilities of the solution

C.  

help customers recognize the self-service model

D.  

solve customer problems to attain business outcomes

A.  

comparison of the marketing description of what a product does to the customer’s experience

B.  

list of actions or event steps that a customer uses

C.  

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D.  

list of instructions that customer uses for their software

A.  

Design and propose a discount on product G.

B.  

Contact and collaborate with the individuals involved in the onboarding of product E.

C.  

Offer and encourage the opportunity for the customer to participate in a success story for product F.

D.  

Identify and document barriers that impact product C.

A.  

Sell additional training to the customer.

B.  

Introduce new features that have been recently enabled within the product.

C.  

Review priorities from the Success Plan with customer leadership.

D.  

Offer upfront discounts and secure the business for as many years as possible.

E.  

Determine if there has been a change in resourcing or stakeholders.

A.  

to create a communication plan

B.  

to build a product roadmap

C.  

to establish a training plan

D.  

to identify the critical elements of customer culture

A.  

negotiation of discount levels associated with solution expansion

B.  

product expansion to demonstrate customer loyalty

C.  

alignment of priorities and outcomes while celebrating accomplishments

D.  

identification of new areas of growth and sales

A.  

Provide break-fix support for technical problems experienced or observed by the customer.

B.  

Provide a detailed cost structure for the management team.

C.  

Provide training content to address current and existing barriers.

D.  

Provide direct and in-depth technical expertise upon customer request.

A.  

Offer the customer a discount because of their problems.

B.  

Request a meeting with customer executives.

C.  

Establish a timeline of when a solution must be in place.

D.  

Ensure the escalation to technical specialists.

A.  

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

B.  

Assign internal resources to develop and deliver training to the customer’s IT staff to ensure the project is successful.

C.  

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

D.  

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

A.  

customer, product, usage

B.  

people, plan, process

C.  

success plan, tools, training

D.  

people, process, tools

A.  

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

B.  

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

C.  

Understanding your customer’s health directly enables renewals

D.  

It gives the customer valuable insight so they can automatically renew critical on time

A.  

Onboard

B.  

Use

C.  

Adopt

D.  

Implement

A.  

number of services purchased

B.  

number of licenses purchased

C.  

customer satisfaction metric

D.  

amount of money spent on the solution

A.  

upselling

B.  

license consumption

C.  

customer satisfaction

D.  

success plans

E.  

renewals

A.  

unreviewed Success Plan

B.  

unpaid invoice

C.  

loss of project sponsor

D.  

negative Net Promoter Score

A.  

creating a stakeholder map

B.  

creating a Customer Success Plan

C.  

creating technical documentation

D.  

creating a success story

A.  

The Success Plan tracks the mean time to failure of the solution.

B.  

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

C.  

The Success Plan tracks gains in user productivity and communicates this back to the business.

D.  

The Success Plan tracks the number of technical support cases opened.

A.  

Communicate the sales team's plan.

B.  

Focus on technical details.

C.  

Sell the latest service offerings.

D.  

Target executive priorities.

E.  

Focus on the value.

A.  

Customer Success Specialist

B.  

Technical Engineer

C.  

Sales Engineer

D.  

Solutions Product Manager

A.  

plans for renewal of the adopted solution

B.  

the number of deployed solutions at the customer's site

C.  

company's position with competition

D.  

which KPIs are important to impact

A.  

sends a survey to discover if users are fully aware of the solution benefits

B.  

identifies the number of potential customer users who do not have license entitlement

C.  

meets with the sales team to confirm renewal dates

D.  

participates in sales planning calls