CSM Exam Questions & Answers 2023/2024

CSM Exam Questions & Answers 2023/2024 Explain the key drivers creating the need for customer success - ANSWER-1. CS fills organization gaps between sales and customer support 2. CSMs provide value to customers, individual customer stakeholders, and solution providers 3. CSMs focus on the relationship between solution capabilities and customer business outcomes 4. CSMs enable customer solution competence and self sufficiency Define customer success (expected & unexpected value) - ANSWER-The purpose of customer success management is to maximize the value gained for both the customer and solution provider. The focus is to enable customer's business outcomes through the utilization of the CSM's company's products and services. Explain the customer lifecycle journey - ANSWER-Experience Renewal Loyalty Expand Awareness Consideration Evaluation Purchase (start over) Compare customer success, customer support, and sales - ANSWER-Customer success: Assists on account-based issues and helps customers learn to succeed and thrive and tend toward self sufficiency Customer support: Answer small, simple questions Sales: Responsible for all selling functions; concerned about money, not necessarily customer success Explain the value proposition for customer success (vendor) - ANSWER-1. Increased renewal rate 2. Incremental renewals 3. New sales (cross sells/expansion) 4. Advocacy (referrals, case studies, testimonials) 5. Product improvement (better understanding of customer needs)