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Question 50/68
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
Correct Answer: D
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.
- Question List (68q)
- Question 1: From a Customer Success perspective, why should the customer...
- Question 2: A customer's call center unexpectedly moved from in-person t...
- Question 3: A customer's renewal is due in the next 6 months. Analytical...
- Question 4: As part of the Customer Success Manager role, success storie...
- Question 5: In which stage of the Customer Lifecycle does the Success Pl...
- Question 6: Which statement describes the difference between customer su...
- Question 7: What is a purpose of a customer stakeholder map?...
- Question 8: Refer to the exhibit. (Exhibit) Which initial action does a ...
- Question 9: What should be the primary source of information about a cus...
- Question 10: A customer informs their Customer Success Manager that they ...
- Question 11: What are two adoption barriers? (Choose two.)...
- Question 12: What is the term for the gap between the features and functi...
- Question 13: Which two Customer Success approaches should a Customer Succ...
- Question 14: Which two activities support Customer Success planning? (Cho...
- Question 15: While talking to employees of a customer's front-line operat...
- Question 16: During the delivery of a security solution, adoption barrier...
- Question 17: As a Customer Success Manager, what is the most important me...
- Question 18: During the past few months, the Customer Success Manager has...
- Question 19: What is a goal of the Quarterly Success Review?...
- Question 20: Your customer's business outcome is to drive employee effici...
- Question 21: What is a leading indicator of adoption in the healthscore?...
- Question 22: What is the value proposition of customer success for custom...
- Question 23: Which two outcomes are expansion opportunities within custom...
- Question 24: Which method is directly associated with evaluating a custom...
- Question 25: What is a common indicator of customer health?...
- Question 26: Which Customer Success activity is critical from the supplie...
- Question 27: What is a lagging indicator?
- Question 28: Which stakeholder works directly with the customer executive...
- Question 29: Which element of the renewal risk analysis is associated wit...
- Question 30: A Customer Success Manager was assigned a strategic new acco...
- Question 31: Which scenario represents a use case expand opportunity?...
- Question 32: Which definition of a use case is true?...
- Question 33: What is the first step a Customer Success Manager should tak...
- Question 34: Which two actions are critical when communicating with custo...
- Question 35: Refer to the exhibit. (Exhibit) Which action should the Cust...
- Question 36: Drag and drop three valid elements of a success plan from th...
- Question 37: Which activity reduces the risk of churn?...
- Question 38: Which activity should happen after successful customer value...
- Question 39: What is the purpose of targeted use cases?...
- Question 40: Your client, the Director of IT Policy and Governance of Eas...
- Question 41: Which type of information should be captured during the firs...
- Question 42: The customer has a new leadership team that expresses concer...
- Question 43: Which action should a Customer Success Manager take to ident...
- Question 44: Which two metrics are used by Customer Success Managers to m...
- Question 45: Which two outcomes are expansion opportunities within custom...
- Question 46: Which metric is used to determine how much should be spent t...
- Question 47: What is a financial implication of churn?...
- Question 48: What are two examples of expand opportunities? (Choose two.)...
- Question 49: Which analysis model is used to better understand the custom...
- Question 50: A customer has six technical support cases open that are rel...
- Question 51: Which tool is used by Customer Success Manager to establish ...
- Question 52: What arethetwo expected outcomes of the customer onboard sta...
- Question 53: Which role within a Customer Success organization acts as a ...
- Question 54: Which type of analytics has telemetry that shows the custome...
- Question 55: In an onboarding session, introductions to new stakeholders ...
- Question 56: A customer is coming up for renewal in 180 days for three so...
- Question 57: What are two expectations of the Quarterly Success Review? (...
- Question 58: What is a type of expansion opportunity?...
- Question 59: What is a business adoption barrier?...
- Question 60: Who confirms the use cases targeted in a Customer Success Pl...
- Question 61: The executive team decided to purchase 500 licenses to reduc...
- Question 62: In which stage does the Customer Success Manager initially v...
- Question 63: What is a lagging indicator of the customer achieving the va...
- Question 64: How can Customer Success Plan tracking drive additional lice...
- Question 65: The customer wants to reduce their exposure to security even...
- Question 66: Which statement describes an end user adoption barrier?...
- Question 67: An external customer case study is being created. Drag and d...
- Question 68: Refer to the exhibit. (Exhibit) Which action should the Cust...
