Exam 820-605 topic 1 question 56 discussion

C and D

C, D. Even with the green Health Index there may be issues that should be handled by the CSM.

C. Review and update the success plan for ongoing activities Most Voted D. Manage the service issues and escalations

C. Review and update the success plan for ongoing activities: Continuously reviewing and updating the success plan ensures that the customer's goals and objectives are being met, and any necessary adjustments can be made to keep the customer on track toward success. D. Manage the service issues and escalations: Addressing service issues and managing escalations promptly is essential for maintaining customer satisfaction and ensuring a smooth customer experience. This involves resolving any problems that arise and keeping the lines of communication open. Option A (No action is necessary as long as the health index is green) is not a recommended approach, as it's important for the Customer Success Manager to actively engage with the customer even if the health index is positive. Option B (Observe the online image of the customer) and Option E (Join the sales and marketing strategy meetings) may have some relevance but are not as directly related to supporting the customer's ongoing success throughout the quarter.

Reviewing and updating the success plan for ongoing activities (option C) is important to ensure that the customer's objectives and priorities are being met, and to identify any necessary adjustments or modifications to the plan. Managing service issues and escalations (option D) is also important to ensure that any issues or challenges that the customer is facing are addressed quickly and effectively option A is incorrect because the Customer Success Manager should always be proactive in supporting their customer, regardless of the customer's health index.

C is definitely an answer. E is going to help the CSM with offering product improvements that may benefit the customer.