Freedom fighter warrior test. 1 Flashcards
What are the CLM L1 Health Drivers (5)?
Adoption Implementation Support & Services Product Suitability Competition and Pricing Client Relationship
What is the customer value of success/get well plan management?
Provides expert guidance, training and coordination with other Oracle teams to resolve issues impacting the success and value realization of their Oracle Cloud deployment.
What is Success / Get Well planning?
A business and operational execution strategy focused on restoring health to customer issues identified and agreed upon in the Success Plan creation step. During this stage of the engagement, the CSM partners with key executive stakeholders and their key line of business and operational contacts to manage and record progress against the plan.
What are the CLM Level 2 Health Drivers for Adoption Issues?
Failed To Fully Adopt - CSM can impact
Value Not Realized - CSM can impact
Lack of Product Training - CSM can impact
Pilot - CSM can impact
No Planned Adoption - CSM cannot impact
Use Case Mismatch - CSM cannot impact
What are some CSM Services and Tools for Adoption Issues?
Consumption / Adoption Usage Review
Product Feature Adoption Review
Success Plan
Release Management Reviews
Business Process Review
Training and Needs Assessment
Business Adoption Plays (BAP)
Value Realization Starter Kits (VRSKs)
KPI Advisor
What is the value of a few Tools for Adoption Issues?
Consumption / Adoption Usage Review - Provide the CSM with a product-level understanding of current license consumption and license metric usage to be reviewed with the customer to identify target areas for adoption growth.
Success Plan - For customer concerns with value realization concerns - leveraging a Success Plan with KPI tracking to measure improvements.
Training and Needs Assessment - When training issues are identified, how to best leverage Oracle Education resources investment
What are the CLM Level 2 Health Drivers for Implementation Services & Support Issues?
Poor / Failed Implementation / Integration - CSM can impact
Poor Experience with Partner / Implementer - CSM can impact
Provisioning Issues - CSM can impact
Poor Quality of Product Support - CSM can impact
Services Issues - CSM can impact
High Volume of Service Requests - CSM can impact
Upgrade / Patch Process - CSM can impact
Project in Re-Planning - CSM can impact
Product Performance / Stability / Unplanned Outages - CSM can impact
What are some CSM Services and Tools for Implementation Services & Support Issues?
Provisioning Issues Management
Present Cloud Onboarding
Review Instance Strategy
Review Test Plans/Strategy
Release Change Planning
Support Escalation Processes
What is the value of a few Tools for Implementation Services & Support Issues?
Provisioning Issues Management - To be able to guide customers through process of provisioning new or additional SaaS services, and to help resolve issues that may arise during the provisioning process.
Review Instance Strategy - Discuss best practice and educate the customer on Instance Planning and Management best practices
Review Test Plans/Strategy - Testing activities are key to an implementation, it proves out the system architecture and designs and validates the data and end to end business processes. If testing activities aren’t executed in an effective manner it results in issues downstream after go live. It is our goal and objective to review these practices during the testing events to prevent downstream issues as much as possible.
What are the CLM Level 2. Health Drivers for Product Suitability Issues?
Product Functionality / Capability - CSM can impact
Product Defect - CSM can impact
Too Slow To Market / No Planned Development - CSM cannot impact
Product EOL - CSM cannot impact
Integration with Other Oracle and/or 3rd Party Products - CSM cannot impact
Switch to Another Oracle Product / Contract - CSM cannot impact
What are some CSM Services and Tools for Suitability
Issues?
Product Feature Adoption Review
Business Process Review
Product Roadmap Review
What is the value of a few Tools for Product Suitability Issues?
Product Feature Adoption Review - Enables the CSM to analyze the customer’s adoption of available product features. Upon completion of this session, the CSM may produce a report to identify the level of current feature usage and the opportunity for greater product adoption.
Business Process Review - Customer driven focus on a specific business process challenge to work with CSM to organize a plan to improve gaps in the process that will enhance adoption.
Product Roadmap Review - Help CSMs discuss new features in upcoming release updates with customers, along with features that are in the next release to follow. Product Roadmap can be combined with Release Management Reviews discussions during cadence conversations to increase customer satisfaction and adoption of the product.
What are the CLM Level 2 Health Drivers for Client Relationship Issues?
Lack of Relationship / Execution with Key Stakeholders - CSM can impact
Key Customer Contact Anti-Oracle / Bias Toward a Competitor - CSM can impact
Other External Influence / Partner Bias - CSM can impact
No/Limited Sales Handoff - CSM can impact
Stakeholder Turnover - CSM can impact
What are some CSM Services and Tools for Client Relationship Issues?
Success Plan
Quarterly Business Reviews
Operations Review
Product Roadmap Review
What is the value of a few Tools for Client Relationship Issues?
Success Plan - A collaborative Success Plan focused on desired business outcomes and operational success with performance measurement tracking
Quarterly Business Reviews - The Quarterly Business Review (QBR) is the most important meeting a Customer Success Manager (CSM) has with his/her customer., Meeting objectives include:
Foster and enrich the partnership with the customer
Deliver an executive-level view of the impact provided through Value Pillar Services.
Identify additional ways to increase the value the customer is achieving
Operations Review - The Operations Review is an on-going cadence with the customer to drive the engagement’s activity. CSMs will utilize this cadence to monitor and track Success Plans, deliver CSM services content and provide updates on product and cloud notifications as well as Oracle marketing and community events.
Product Roadmap Review - Help CSMs discuss new features in upcoming release updates with customers, along with features that are in the next release to follow. Product Roadmap can be combined with Release Management Reviews discussions during cadence conversations to increase customer satisfaction and adoption of the product.
