2.1 Define Customer Success 700-805 Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A Renewals Manager is reviewing a customer account that has a history of late renewals and frequent requests for discounts. The customer's usage is adequate, and they have a good relationship with the support team. The Renewals Manager wants to shift the conversation from price to value. What is the most effective long-term customer success strategy?

   • ASend the customer a list of all the discounts they have received over the years.
   • BEstablish a regular cadence of business reviews to document and communicate value.
   • COffer a multi-year contract with a fixed discount to lock in the renewal.
   • DProvide the support team with more training to improve the customer's technical experience.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   Which of the following is a primary goal of customer success in the context of renewals?

   • AMaximizing the number of support tickets closed per day
   • BIncreasing the number of new product trials
   • CReducing the cost of customer acquisition
   • DEnsuring customer satisfaction, retention, and renewal
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A Renewals Manager has a portfolio of accounts. One account has a critical outage that was resolved quickly, but the customer's leadership is still upset about the disruption. Another account is quietly using the product with no issues. Which account represents a higher renewal risk, and why?

   • AThe quiet account, because low engagement often signals a lack of perceived value.
   • BBoth are equal risks because they both have a lack of positive engagement.
   • CThe quiet account, because it is easier to ignore and therefore more likely to churn.
   • DThe outage account, because a negative experience can outweigh a technically successful resolution.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A customer has just renewed their contract after a difficult negotiation. The Renewals Manager wants to ensure the customer remains loyal and renews again in the future. What is the most important customer success action to take immediately after the renewal is signed?

   • ACelebrate the renewal internally and move on to the next account.
   • BSend a thank-you note and a small gift to the procurement team.
   • CWait for the customer to contact the team if they need anything.
   • DSchedule a post-renewal business review to align on goals and success metrics for the upcoming term.
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   How does a proactive customer success practice most directly contribute to a successful renewal?

   • ABy offering a discount on the renewal contract at the last minute
   • BBy identifying and addressing customer issues before they escalate, reinforcing the value of the solution
   • CBy limiting communication with the customer until the renewal is due
   • DBy sending a renewal invoice exactly on the contract expiration date
   Reveal Solution Discussion Select an answer first