820-605 · Question #141
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
The correct answer is C. Provide recommendations for training or suggest new features based on data analysis. To improve Company A's health index, the Customer Success Manager should focus on user proficiency and solution optimization, achieved by recommending training and proposing new features based on usage data.
Question
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
Exhibit
Options
- AAnalyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill
- BObserve net promotor scores and how likely the customer is to recommend the products to
- CProvide recommendations for training or suggest new features based on data analysis.
- DPerform a marketing campaign and share the roadmap of new products.
How the community answered
(17 responses)- A12% (2)
- C82% (14)
- D6% (1)
Why each option
To improve Company A's health index, the Customer Success Manager should focus on user proficiency and solution optimization, achieved by recommending training and proposing new features based on usage data.
This action primarily focuses on financial and operational aspects of customer health, which may not be the primary concern if the implied health index issue for Company A relates to usage, adoption, or solution effectiveness.
Net Promoter Score (NPS) and customer advocacy are outcomes of good customer health, not direct actions to improve the health index itself, especially if the underlying issue is related to solution utility or adoption.
Providing training recommendations addresses potential adoption barriers related to user knowledge, while suggesting new features based on data analysis indicates proactive engagement to optimize the solution for the customer, both directly contributing to improved health through better usage and value.
Marketing campaigns and product roadmaps are typically sales or product management functions, not direct actions a CSM takes to improve the health of an existing customer's adoption and usage of their current solutions.
Concept tested: Customer health index improvement - adoption/optimization focus
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