CSM Exam – Certified ScrumMaster Study Guide, Practice Questions &
Certification Prep
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time? -
correct answer ✔✔Onboard
Which two activities support Customer Success planning?(Choose two.) - correct answer
✔✔adoption barrier identification, service delivery program management
What is the purpose of targeted use cases? - correct 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? - correct answer ✔✔Advocate
What is a common indicator of customer health? - correct answer ✔✔customer satisfaction
metric
What is a consideration in evaluating readiness for adoption? - correct answer ✔✔Review
customer acceptance test plan.
Which perspectives are covered in a balanced scorecard? - correct 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? - 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? - correct 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? - correct answer ✔✔Build an understanding of your customer's business and market
trends and priorities
Which Customer Success activity is critical from the supplier perspective? - correct answer
✔✔ensuring the customer has a success plan and is achieving each milestone in a timely
manner
Which definition of customer success is true? - correct 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? - correct answer
✔✔subscription economy
Which statement describes the difference between customer success and customer sales? -
correct 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? - correct answer ✔✔descriptive
What is a technical adoption barrier? - correct answer ✔✔lack of integration with other
products
Certification Prep
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time? -
correct answer ✔✔Onboard
Which two activities support Customer Success planning?(Choose two.) - correct answer
✔✔adoption barrier identification, service delivery program management
What is the purpose of targeted use cases? - correct 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? - correct answer ✔✔Advocate
What is a common indicator of customer health? - correct answer ✔✔customer satisfaction
metric
What is a consideration in evaluating readiness for adoption? - correct answer ✔✔Review
customer acceptance test plan.
Which perspectives are covered in a balanced scorecard? - correct 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? - 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? - correct 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? - correct answer ✔✔Build an understanding of your customer's business and market
trends and priorities
Which Customer Success activity is critical from the supplier perspective? - correct answer
✔✔ensuring the customer has a success plan and is achieving each milestone in a timely
manner
Which definition of customer success is true? - correct 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? - correct answer
✔✔subscription economy
Which statement describes the difference between customer success and customer sales? -
correct 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? - correct answer ✔✔descriptive
What is a technical adoption barrier? - correct answer ✔✔lack of integration with other
products
