Freedom fighter warrior test 2

Question 1

What is the objective of the assessment?

Answer 1

Initial step in determining if Customer Success should invest resources to engage in remediation activity for prioritized accounts targeted for the Get Well to Growth program. Prioritization will be jointly conducted by the renewals and/or sales team with CSM leadership. The CSM’s objectives in this assessment activity include:
Build an updated and holistic understanding of engagement health in CLM

Identify risk factors creating unhealthy status and renewal risk

Assess CSM’s capability to impact identified factors
Document likely actions and timeframe to improve health for further leadership review

Question 2

What is the value of the assessment?

Answer 2

Researches and summarizes the underlying account risk factors and CSMs ability to impact renewal, thus providing better decision-making with respect to capacity planning.

Question 3

Who should CSM work with in the discovery stage of the assessment?

Answer 3

Application Sales Manager (ASM),
Key Account Director (KAD), where appropriate
Customer Renewals Sales Manager (CRSM)
Center of Excellence (COE)
Subject Matter Experts (SMEs)
Oracle Consulting Services (OCS)/SI/other partners
Support
Past CSMs
Product management/CoE

Question 4

What internal sources of info can the CSM use during the discovery stage of the assessment?

Answer 4

Customer Lifecycle Management (CLM)
Customer Health Dashboard (CHD)
Existing success plan
Sales Cloud

Question 5

What informations should the CSM be gathering during the discover stage of the assessment?

Answer 5

Stakeholders, Executive Sponsors, decision makers?
End date of current contract?
Issues internal to the customer to be aware of? E.g., recent re-org, lost budget
COVID-19 impact?
Known goals, objectives, KPIs?
Current state of relationship with Oracle
Areas of challenge?
Among customer stakeholders, any known bias for or against Oracle/product?
Historic issues to be aware of?
Renewal status/discussion started?
Current projects or initiatives?
Product / Adoption
Comfort level of using product?
Known challenges of using product?
Expansion opportunities, any current opportunities separate from renewal?

Question 6

What are the three steps for conducting an assessment?

Answer 6

1. Perform research per above contacts and discovery areas
2. Make the following CLM engagement updates as outlined below:
   a: Update engagement health (R/Y/G) and the Level 1 and Level 2 risk drivers – i.e. the root cause factors leading to churn (reduction in ARR) or cancellation risk. b: Provide a summary of the client situation from your research
3. Add the NA Assessment Milestone template to your CLM engagement - follow this link for instructions
   Complete Account Assessment Summary ppt slides for presentation to manager for assignment decision. These slides will be used in Kickoff meeting if account is approved for CSM engagement. This summary should include the plan to include who does what and when i.e. Who at the customer site are we targeting, who are the key stakeholders and what input or resource commitments do we need in order to reduce the engagement risk. What are we proposing – is it a success plan or a get well plan.