CSM EXAM PREP QUESTIONS & ANSWERS 2023/2024

CSM EXAM PREP QUESTIONS & ANSWERS 2023/2024 Define Customer Success Management - ANSWER-customer success management is a form of post-sales intervention by the seller that focuses on assisting the customer to actually attain the business outcomes that were identified in the pre-sales business case What is an outcome? - ANSWER-it is the result that is attained from one or more activities What is a Business Outcome? - ANSWER-Business outcomes can be thought of as business-related targets set by a senior business decision maker within the customer organization When does a CuSM engage with the customer and works with that customer to help them attain the outcomes that they need? - ANSWER-Post-Sale The first task of a customer success manager is to understand the customer's ____________ _____________ - ANSWER-Business needs CuSM can bring multiple benefits to the customer, which could be classified into three key areas: - ANSWER-Reduction risk, maximization of returns, Uncovering of additional value Stakeholder Management and Project Management are competencies a CuSM should have - True or False? - ANSWER-True Business Analysis - ANSWER-An often used and well documented process for understanding business requirements A __________ is the method by which progress towards attainment of a KPI is determined - ANSWER-Metric