CAC (kak) Answer - Cost of Acquisition
The total cost of acquiring a net new customer - typically includes sales &
marketing costs
5 Hallmarks of Customer Success Answer - 1. Focus on customer engagment
2. Create organizational alignment to deliver customer operations
3. Develop common language
4. Learn from churn
5. Create an early warning system
Define Customer Success Answer - Helping your customer achieve their
definition of success through the use of your product or service
3 components needed for CSM to deliver success Answer - 1. Set right
expectations
2. Deliver on value
3. Demonstrate value
, ICP Answer - Ideal Customer Profile
Definition of the type of customer you can make successful
Customer Journey Answer - Map of what customers will experience, including
milestones
Success Plan Answer - The definition of success for each individual customer
Engagement Model Answer - Key points of engagement (phone, email,
meetings) along the customer journey, including responsible parties
Executive Business Reviews Answer - Often called "Quarterly Business
Reviews" (or QBRs). Meetings, usually 1:1, that reviews progress and makes
plan of how to continue toward success.
Customer Health Score Answer - Summation of customer data that shows how
successful each customer is at any point in time
Risk Management Answer - Process to handle identified risk that could result
in churn
Voice of the Customer Answer - Collects customer inputs and integrates them
into managerial decisions
MVP Answer - Minimum Viable Product
Releases basic version of product to customer, collects & uses feedback to
enhance future version of product
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