CSM Exam Questions with Solutions
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
a. Implement
b. Adopt
c. Use
d. Onboard
b. Adopt
Which two activities support Customer Success planning?(Choose two.)
a. service ticket tracking
b. adopt...
which two activities support customer success plan
what is the purpose of targeted use cases a the
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CSM Exam Questions with Solutions
In which stage of the Customer Lifecycle does the Success Plan get updated for the first
time?
a. Implement
b. Adopt
c. Use
d. Onboard – answer b. Adopt
Which two activities support Customer Success planning? (Choose two.)
a. service ticket tracking
b. adoption barrier identification
c. quality control
d. service delivery program management
e. KPI tracking - answerb. adoption barrier identification
e. KPI tracking
What is the purpose of targeted use cases?
a. they highlight the product differentiation from a competitor.
b. they define how a solution is applied to a desired outcome
c. they function without the purchase of additional services
d. they provide customers with ways to take advantage of additional features. -
answera. 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? - answerAdvocate
What is a common indicator of customer health?
a. number of services purchased
b. number of features purchased
c. customer satisfaction metric
d. amount of money spent on solution - answercustomer satisfaction metric
What is a consideration in evaluating readiness for adoption?
a. identify features and functions that are underutilized
b. identify potential accelerators that could optimize performance
c. Review customer acceptance test plan
,d. Validate that all items have been purchased - answerReview customer acceptance
test plan.
Which perspectives are covered in a balanced scorecard?
a. customer, employee, partner, risk
b. business process, customer, financial, learning, growth
c. competition, culture, financial, IT systems
d. business outcomes, customer, employee, risk - answerb. business process,
customer, financial, learning, growth
What is the first step a Customer Success Manager should take to identify why the
solution was purchased? - answerEngage 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?
a. share the companies organizational chart with the customer
b. provide the customer with relevant use case for the solution
c. ensure the customer knows the point of contact for product training
d. clarify roles and responsibilities with the stakeholders - answerc. ensure the customer
knows the point of contact for product training
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?
a. engage with the account team to understand the expansion opportunities
b. perform a deep analysis of all the sales orders over the last 24 months
c. document the customer's current technical escalations
d. speak to internal contacts to understand customer's sentiments and priorities -
answerc. document the customer's current technical escalations
Which Customer Success activity is critical from the supplier perspective?
a. identifying opportunities for sales expansion
b. driving full adoption of the company's technology across supported solutions
c. ensuring the customer has a success plan and is achieving each milestone in a timely
manner
d. listening carefully to the customer's feedback and taking action so the company's
solution can be improved. - answerc. ensuring the customer has a success plan and is
achieving each milestone in a timely manner
Which definition of customer success is true? - answerIt 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? -
answersubscription economy
Which statement describes the difference between customer success and customer
sales? - answerCustomer 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? - answerdescriptive
What is a technical adoption barrier?
a. lack of integration with other products
b. underutilization of licenses
c. untrained customer user group
d. customer not measuring product value - answerc. untrained customer user group
What is the best reason for documenting your customer's success? - answerTo provide
awareness of the value achieved by the customer's purchased solution
What is a financial implication of churn? - answerloss of revenue
Which sources should be used to uncover customer barriers? - answerOCD -
observation, conversation, data
What are two drivers for Customer Success? (Choose two).
a. The customer recognizes the value of initial use case implementations
b. The customer receives training for new products and services.
c. the customer trusts that Cisco will address any issues
d. the customer provides user feedback
e. the mature and fully developed solution is up and running - answera. The customer
recognizes the value of initial use case implementations.
b. 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?
a. adopt a lifecycle approach with a proactive review of service performance against
KPIs
b. have the CSM define how value should be measured at the end of the contract period
c. engage a third party mediator to develop contract goals
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