CSM EXAM QUESTIONS AND ANSWERS
In which stage of the Customer Lifecycle does the Success Plan get updated for the first
time? - Answer -Onboard
Which two activities support Customer Success planning?(Choose two.) - Answer -
adoption barrier identification, service delivery program management
What is the purpose of targeted use cases? - Answer -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? - Answer -Advocate
What is a common indicator of customer health? - Answer -customer satisfaction metric
What is a consideration in evaluating readiness for adoption? - Answer -Review
customer acceptance test plan.
Which perspectives are covered in a balanced scorecard? - Answer -business process,
customer, financial, learning, growth
What is the first step a Customer Success Manager should take to identify why the
solution was purchased? - 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? -
Answer -Clarity roles and responsibilities with the stakeholders.
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? - Answer -Build an understanding of your customer's business
and market trends and priorities
Which Customer Success activity is critical from the supplier perspective? - Answer -
ensuring the customer has a success plan and is achieving each milestone in a timely
manner
Which definition of customer success is true? - Answer -It is the business methodology
of ensuring that customers achieve their expected and unexpected outcomes while
using your product or service.
, What is a key driver that is creating the need for customer success? - Answer -
subscription economy
Which statement describes the difference between customer success and customer
sales? - Answer -Customer sales is about selling solutions to meet business needs.
Customer success is about getting customers to utilize those solutions to get the value
they intended.
Which type of analytics has telemetry that shows the customer's use of the software and
defines what has happened to date? - Answer -descriptive
What is a technical adoption barrier? - Answer -lack of integration with other products
What is the best reason for documenting your customer's success? - Answer -To
provide awareness of the value achieved by the customer's purchased solution
What is a financial implication of churn? - Answer -loss of revenue
Which sources should be used to uncover customer barriers? - Answer -OCD -
observation, conversation, data
What are two drivers for Customer Success?(Choose two) - Answer -The customer
recognizes the value of initial use case implementations.; The customer receives
training for new products and services.
The CIO of a bank and their vendor have a significant disagreement over the value of
the work that was delivered the past two years under the existing managed-services
contract. The contract renewal process was delayed over three months, with
considerable risk to both parties.
Which best practice will help prevent this type of disagreement? - Answer -Engage a
third-party mediator to develop contract goals and evaluate the objectives at regular
intervals.
Which key industry trend explains the need for companies to invest in a Customer
Success practice and Customer Success Manager role? - Answer -IT is increasingly
adopting new consumption models. In a subscription economy, customers can cancel
subscriptions if business value and tangible outcomes are not realized. The CSM
ensures that the customer's business outcomes are achieved with the shortest time to
value.
What are two barriers to adoption within an organization? - Answer -implementation
issues; inadequate knowledge and skills
Which two actions are an adoption campaign?(Choose two ) - Answer -messaging to
users on best practice approaches; messaging to stakeholders on the new features of
their solution.
In which stage of the Customer Lifecycle does the Success Plan get updated for the first
time? - Answer -Onboard
Which two activities support Customer Success planning?(Choose two.) - Answer -
adoption barrier identification, service delivery program management
What is the purpose of targeted use cases? - Answer -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? - Answer -Advocate
What is a common indicator of customer health? - Answer -customer satisfaction metric
What is a consideration in evaluating readiness for adoption? - Answer -Review
customer acceptance test plan.
Which perspectives are covered in a balanced scorecard? - Answer -business process,
customer, financial, learning, growth
What is the first step a Customer Success Manager should take to identify why the
solution was purchased? - 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? -
Answer -Clarity roles and responsibilities with the stakeholders.
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? - Answer -Build an understanding of your customer's business
and market trends and priorities
Which Customer Success activity is critical from the supplier perspective? - Answer -
ensuring the customer has a success plan and is achieving each milestone in a timely
manner
Which definition of customer success is true? - Answer -It is the business methodology
of ensuring that customers achieve their expected and unexpected outcomes while
using your product or service.
, What is a key driver that is creating the need for customer success? - Answer -
subscription economy
Which statement describes the difference between customer success and customer
sales? - Answer -Customer sales is about selling solutions to meet business needs.
Customer success is about getting customers to utilize those solutions to get the value
they intended.
Which type of analytics has telemetry that shows the customer's use of the software and
defines what has happened to date? - Answer -descriptive
What is a technical adoption barrier? - Answer -lack of integration with other products
What is the best reason for documenting your customer's success? - Answer -To
provide awareness of the value achieved by the customer's purchased solution
What is a financial implication of churn? - Answer -loss of revenue
Which sources should be used to uncover customer barriers? - Answer -OCD -
observation, conversation, data
What are two drivers for Customer Success?(Choose two) - Answer -The customer
recognizes the value of initial use case implementations.; The customer receives
training for new products and services.
The CIO of a bank and their vendor have a significant disagreement over the value of
the work that was delivered the past two years under the existing managed-services
contract. The contract renewal process was delayed over three months, with
considerable risk to both parties.
Which best practice will help prevent this type of disagreement? - Answer -Engage a
third-party mediator to develop contract goals and evaluate the objectives at regular
intervals.
Which key industry trend explains the need for companies to invest in a Customer
Success practice and Customer Success Manager role? - Answer -IT is increasingly
adopting new consumption models. In a subscription economy, customers can cancel
subscriptions if business value and tangible outcomes are not realized. The CSM
ensures that the customer's business outcomes are achieved with the shortest time to
value.
What are two barriers to adoption within an organization? - Answer -implementation
issues; inadequate knowledge and skills
Which two actions are an adoption campaign?(Choose two ) - Answer -messaging to
users on best practice approaches; messaging to stakeholders on the new features of
their solution.
