A Customer Informs Their Customer Success Manager That They Are

question 36

Multiple Choice

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?

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

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Definitions:

Entrepreneurial Ability

The unique set of skills, insights, and attitudes necessary to identify opportunities and mobilize resources effectively to establish and grow a venture.

Passive Resources

Resources that are not actively managed but contribute to production or value through their existence or inherent attributes.

Entrepreneur

An individual who creates and manages a business venture in order to gain profit by taking on financial risks.

Butter Production

The process of making butter from cream or milk by churning, commonly used as a measure in agricultural and economic studies.