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NEW QUESTION 39

In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

A. Document the session, stakeholder interests, and metrics for leadership
B. Discuss new opportunities and new products to purchase
C. Provide technical configuration for development
D. Create a success plan to be reviewed with the customer at the next review meeting

Answer: A

NEW QUESTION 40

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 the solution.
B. It gives the customer valuable insight so they can automatically renew critical services on time.
C. Understanding your customer's health directly enables renewals.
D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.

Answer: C

NEW QUESTION 41

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

A. Have the CIO define a clear IT strategy and implement the suggestions immediately.
B. Have the CSM define how value should be measured at the end of the contract period.
C. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
D. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

Answer: D

NEW QUESTION 42

Which activity reduces the risk of chum?