CSM Exam – Scrum Master Study Guide, Practice Questions & Certification Prep
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
a. Implement
b. Adopt
c. Use
d. Onboard - correct answer ✔✔b. Adopt
Which two activities support Customer Success planning?(Choose two.)
a. service ticket tracking
b. adoption barrier identification
c. quality control
d. service delivery program management
e. KPI tracking - correct answer ✔✔b. adoption barrier identification
e. KPI tracking
What is the purpose of targeted use cases?
a. they highlight the product differentiation from a competitor.
b. they define how a solution is applied to a desired outcome
c. they function without the purchase of additional services
d. they provide customers with ways to take advantage of additional features. - correct answer
✔✔a. they highlight the product differentiation from a competitor.
During the delivery of a security solution, adoption barriers were identified. Those barriers were
addressed, and the customer's business goals are now fulfilled. The customer is pleased with
,their solution and shares this experience in blogs and social medi a. In which stage is the
customer? - correct answer ✔✔Advocate
What is a common indicator of customer health?
a. number of services purchased
b. number of features purchased
c. customer satisfaction metric
d. amount of money spent on solution - correct answer ✔✔customer satisfaction metric
What is a consideration in evaluating readiness for adoption?
a. identify features and functions that are underutilized
b. identify potential accelerators that could optimize performance
c. Review customer acceptance test plan
d. Validate that all items have been purchased - correct answer ✔✔Review customer
acceptance test plan.
Which perspectives are covered in a balanced scorecard?
a. customer, employee, partner, risk
b. business process, customer, financial, learning, growth
c. competition, culture, financial, IT systems
d. business outcomes, customer, employee, risk - correct answer ✔✔b. business process,
customer, financial, learning, growth
What is the first step a Customer Success Manager should take to identify why the solution was
purchased? - correct answer ✔✔Engage with the customer.
, A customer complains about the number of times they must explain their problems and ask
different team members to find a solution. How can this issue be avoided?
a. share the companies organizational chart with the customer
b. provide the customer with relevant use case for the solution
c. ensure the customer knows the point of contact for product training
d. clarify roles and responsibilities with the stakeholders - correct answer ✔✔c. ensure the
customer knows the point of contact for product training
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction
meeting?
a. engage with the account team to understand the expansion opportunities
b. perform a deep analysis of all the sales orders over the last 24 months
c. document the customer's current technical escalations
d. speak to internal contacts to understand customer's sentiments and priorities - correct
answer ✔✔c. document the customer's current technical escalations
Which Customer Success activity is critical from the supplier perspective?
a. identifying opportunities for sales expansion
b. driving full adoption of the company's technology across supported solutions
c. ensuring the customer has a success plan and is achieving each milestone in a timely manner
d. listening carefully to the customer's feedback and taking action so the company's solution can
be improved. - correct answer ✔✔c. ensuring the customer has a success plan and is achieving
each milestone in a timely manner
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
a. Implement
b. Adopt
c. Use
d. Onboard - correct answer ✔✔b. Adopt
Which two activities support Customer Success planning?(Choose two.)
a. service ticket tracking
b. adoption barrier identification
c. quality control
d. service delivery program management
e. KPI tracking - correct answer ✔✔b. adoption barrier identification
e. KPI tracking
What is the purpose of targeted use cases?
a. they highlight the product differentiation from a competitor.
b. they define how a solution is applied to a desired outcome
c. they function without the purchase of additional services
d. they provide customers with ways to take advantage of additional features. - correct answer
✔✔a. they highlight the product differentiation from a competitor.
During the delivery of a security solution, adoption barriers were identified. Those barriers were
addressed, and the customer's business goals are now fulfilled. The customer is pleased with
,their solution and shares this experience in blogs and social medi a. In which stage is the
customer? - correct answer ✔✔Advocate
What is a common indicator of customer health?
a. number of services purchased
b. number of features purchased
c. customer satisfaction metric
d. amount of money spent on solution - correct answer ✔✔customer satisfaction metric
What is a consideration in evaluating readiness for adoption?
a. identify features and functions that are underutilized
b. identify potential accelerators that could optimize performance
c. Review customer acceptance test plan
d. Validate that all items have been purchased - correct answer ✔✔Review customer
acceptance test plan.
Which perspectives are covered in a balanced scorecard?
a. customer, employee, partner, risk
b. business process, customer, financial, learning, growth
c. competition, culture, financial, IT systems
d. business outcomes, customer, employee, risk - correct answer ✔✔b. business process,
customer, financial, learning, growth
What is the first step a Customer Success Manager should take to identify why the solution was
purchased? - correct answer ✔✔Engage with the customer.
, A customer complains about the number of times they must explain their problems and ask
different team members to find a solution. How can this issue be avoided?
a. share the companies organizational chart with the customer
b. provide the customer with relevant use case for the solution
c. ensure the customer knows the point of contact for product training
d. clarify roles and responsibilities with the stakeholders - correct answer ✔✔c. ensure the
customer knows the point of contact for product training
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction
meeting?
a. engage with the account team to understand the expansion opportunities
b. perform a deep analysis of all the sales orders over the last 24 months
c. document the customer's current technical escalations
d. speak to internal contacts to understand customer's sentiments and priorities - correct
answer ✔✔c. document the customer's current technical escalations
Which Customer Success activity is critical from the supplier perspective?
a. identifying opportunities for sales expansion
b. driving full adoption of the company's technology across supported solutions
c. ensuring the customer has a success plan and is achieving each milestone in a timely manner
d. listening carefully to the customer's feedback and taking action so the company's solution can
be improved. - correct answer ✔✔c. ensuring the customer has a success plan and is achieving
each milestone in a timely manner
