CSM Exam with correct solutions

CSM Exam with correct solutions

In which stage of the Customer Lifecycle does the Success Plan get
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updated for the first time? - correct answer ✔Onboard
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Which two activities support Customer Success planning?(Choose two.) -
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correct answer ✔adoption barrier identification, service delivery program
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management


What is the purpose of targeted use cases? - correct answer ✔They
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highlight the product differentiation from a competitor.
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During the delivery of a security solution, adoption barriers were
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identified. Those barriers were addressed, and the customer's business
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goals are now fulfilled. The customer is pleased with their solution and
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shares this experience in blogs and social medi a. In which stage is the
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customer? - correct answer ✔Advocate |!| |!| |!| |!|




What is a common indicator of customer health? - correct answer
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✔customer satisfaction metric |!| |!|




What is a consideration in evaluating readiness for adoption? - correct
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answer ✔Review customer acceptance test plan.
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Which perspectives are covered in a balanced scorecard? - correct answer
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✔business process, customer, financial, learning, growth
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,What is the first step a Customer Success Manager should take to identify
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why the solution was purchased? - correct answer ✔Engage with the
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customer.


A customer complains about the number of times they must explain their
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problems and ask different team members to find a solution. How can this
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issue be avoided? - correct answer ✔Clarity roles and responsibilities with
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the stakeholders.
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You are a Customer Success Manager and have just been assigned a
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strategic new account. Which course of action is the best to help you
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prepare for the first customer introduction meeting? - correct answer
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✔Build an understanding of your customer's business and market trends
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and priorities
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Which Customer Success activity is critical from the supplier perspective? -
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correct answer ✔ensuring the customer has a success plan and is achieving
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each milestone in a timely manner
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Which definition of customer success is true? - correct answer ✔It is the
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business methodology of ensuring that customers achieve their expected
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and unexpected outcomes while using your product or service.
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What is a key driver that is creating the need for customer success? -
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correct answer ✔subscription economy
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Which statement describes the difference between customer success and
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customer sales? - correct answer ✔Customer sales is about selling solutions
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, to meet business needs. Customer success is about getting customers to
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utilize those solutions to get the value they intended.
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Which type of analytics has telemetry that shows the customer's use of
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the software and defines what has happened to date? - correct answer
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✔descriptive


What is a technical adoption barrier? - correct answer ✔lack of integration
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with other products
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What is the best reason for documenting your customer's success? -
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correct answer ✔To provide awareness of the value achieved by the
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customer's purchased solution |!| |!|




What is a financial implication of churn? - correct answer ✔loss of revenue
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Which sources should be used to uncover customer barriers? - correct
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answer ✔OCD - observation, conversation, data
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What are two drivers for Customer Success?(Choose two) - correct answer
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✔The customer recognizes the value of initial use case implementations.;
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The customer receives training for new products and services.
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The CIO of a bank and their vendor have a significant disagreement over
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the value of the work that was delivered the past two years under the
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existing managed-services contract. The contract renewal process was
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delayed over three months, with considerable risk to both parties.
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