CSM Exam with verified solutions

CSM Exam with verified solutions

Explain the key drivers creating the need for customer success - correct
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



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) - correct 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 - correct answer ✔Experience >
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



Renewal > Loyalty > Expand |!| |!| |!| |!|




Awareness > Consideration > Evaluation > Purchase
|!| |!| |!| |!| |!| |!|




(start over) |!|




Compare customer success, customer support, and sales - correct 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) - correct
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



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)
|!| |!| |!| |!| |!| |!| |!|




Explain the value proposition for customer success (customer) - correct
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



answer ✔1. Reduced time to value
|!| |!| |!| |!| |!|




2. Increased ROI
|!| |!|




3. Tangible impact to business outcomes
|!| |!| |!| |!| |!|




4. Supports project success - shared accountability
|!| |!| |!| |!| |!| |!|




5. Support of business vision
|!| |!| |!| |!|




Explain different IT purchasing and consumption models: Software licensing
|!| |!| |!| |!| |!| |!| |!| |!|



- correct answer ✔Software licenses typically provide end users with the
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



right to one or more copies of the software without violating copyrights.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|




Sum: Buying the software outright, no subscription
|!| |!| |!| |!| |!| |!|




Explain different IT purchasing and consumption models: Service
|!| |!| |!| |!| |!| |!| |!| |!|



subscriptions(IaaS, PaaS, Saas) - correct answer ✔IaaS: cloud-based services, |!| |!| |!| |!| |!| |!| |!| |!|



pay-as-you-go for services such as storage, networking, and virtualization.
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



PaaS: hardware and software tools available over the internet. SaaS:
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|



software that's available via a third-party over the internet.
|!| |!| |!| |!| |!| |!| |!| |!|




Sum: Subscriptions to store, software, and other tools via the internet
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|