Freedom fighter warrior test 4 Flashcards
What is the objective of Get well to growth: Root Cause Discovery?
Allow the CSM to gain a deeper understanding of the causal factors underlying the prioritized issues list identified during the Engagement Kickoff. Output from this activity will be used in the creation of the Success Plan.
What is the Customer Value of the Get well to growth: Root Cause Discovery?
An opportunity to detail issues impacting overall deployment health and work directly with Oracle Customer Success to provide resolution.
What should the CSM assess during this root cause discovery?
Root cause factors underlying the prioritized issues impacting health that were identified during the Engagement Kickoff
Lifecycle management core curriculum elements to identify areas needing CSM guidance and assistance
How should the CSM prepare for the root cause discovery?
The CSM should prepare a question list in advance based on information gathered during the assessment and kickoff activities. Issues may be related to product adoption, product suitability, implementation/support, value realization, etc… CSMs can utilize the Key Question Tool (KQT) to browse categories of pragmatic key or catalyzing questions based on product or a variety of categories. Select applicable questions for your customer or engagement situation.
What is a Lifecycle Management (LCM) Core Curriculum Pressure Check?
An LCM Pressure Check refers to a CSM validating with the customer that they are self-sufficient with the skills necessary to maintain an Oracle Cloud environment.
What are some exploratory questions you could ask during the Lifecycle Management (LCM) Core Curriculum Pressure Check?
Job Roles / Skill Levels:
How would you describe your team’s competency with your Oracle SaaS solution in terms of technical knowledge and skill development?
Do you rely on 3rd parties to fill specific technical and product skill gaps?
Success Planning:
Does the IT organization have a set of KPIs (user adoption rates, c-satisfaction scores, etc) that it tracks to measure the performance of your Oracle Cloud systems?
Quarterly Release Strategy:
How well does your company manage the activity related to Oracle’s quarterly release cycle (regression testing, new feature adoption, end-user training) ?
What are some questions CSMs can use to engage a CEO?
When you think about the after-sale service a SaaS software vendor should provide to large enterprise customers, what are the top three things you believe the vendor needs to focus on?
What would Oracle need to do to be viewed as one of your company’s top strategic partners?
What are some questions CSMs can use to engage a CIO?
Does the IT organization have a set of KPIs (user adoption rates, c-satisfaction scores, etc) that it tracks to measure the performance of your Oracle Cloud systems?
How are these metrics captured? Are they reported outside of your organization?
What insight can you share regarding recent performance?
What are some questions CSMs can use to engage a CHRO?
Do you have a set of KPIs that you leverage to measure performance of your Oracle subscription?
If so, could you provide the list for us to compare those KPIs to our Best Practices guidelines?
Do you benchmark those KPIs against industry competitors?
Is this information shared with other members of your company?
What are some questions CSMs can use to engage a CMO?
How effective is your marketing program? What share do you contribute to overall company revenue?
What are the top initiatives for your marketing organization?
What would add the most value to your organization, efficiency or optimization?
Positions of strength and/or challenges in supporting these key initiatives.
