CCSM Exam 1 With Correct Solutions 2024
Age .of .the .Subscriber .- .correct .answer.Heavily .focused .on .renewal .and .keeping .the
.customer, .the .lower .barrier .to .entry .also .means .a .lower .barrier .to .exit. .Customer .service
.+ .satisfaction .is .just .as .important .as .features .and .cost .when .it .comes .to .renewals .and
.increasing .retention
Cost .of .acquisition .(CAC) .- .correct .answer.The .total .expense .incurred .by .a .business
.when .acquiring .a .new .customer
Five .(5) .Hallmarks .of .Customer .Success .- .correct .answer.1. .Customer .Engagement .2.
.Create .organizational .alignment .to .deliver .customer .outcomes .3. .Develop .a .common
.language .4. .Learn .from .Churn .5. .Create .a .early .warning .system
Customer .Health .Score .- .correct .answer.A .data-driven .approach .for .evaluating .how
.successful .any .customer .is .being .at .any .point.
Customer .Journey .- .correct .answer.A .map .of .what .your .customers .all .ideally .experience
.and .the .milestones .they'll .reach .while .using .your .solution
Success .Plan .- .correct .answer.A .plan .of .what .success .looks .like .for .each .and .every
.customer. .A .document .or .set .of .data .points .that .you .have .for .every .customer .that .defines
.what .success .looks .like .for .them.
Engagement .Model .- .correct .answer.A .tactic .that .layers .on .the .journey .eg. .touch .points,
.emails, .phone .calls. .All .points .of .engagement .between .you .and .the .customer .that .will .be
.used .to .move .them .along .the .customer .journey. .It .also .outlines .who .is .responsible .for
.those .touch .points
Executive .Business .Reviews .- .correct .answer.Quarterly .Business .Reviews .(QBRs) .is
.where .you .sit .down .with .key .decision .makers .within .your .customer .companies .and
.review .where .they .are .on .your .success .plan .and .set .a .new .one .for .the .coming .months
Risk .Management .- .correct .answer.Identifying .a .risk .that .could .result .in .customer .churn .if
.not .addressed .and .having .a .very .defined .process .for .addressing .that .risk.
Age .of .the .Subscriber .- .correct .answer.Heavily .focused .on .renewal .and .keeping .the
.customer, .the .lower .barrier .to .entry .also .means .a .lower .barrier .to .exit. .Customer .service
.+ .satisfaction .is .just .as .important .as .features .and .cost .when .it .comes .to .renewals .and
.increasing .retention
Cost .of .acquisition .(CAC) .- .correct .answer.The .total .expense .incurred .by .a .business
.when .acquiring .a .new .customer
Five .(5) .Hallmarks .of .Customer .Success .- .correct .answer.1. .Customer .Engagement .2.
.Create .organizational .alignment .to .deliver .customer .outcomes .3. .Develop .a .common
.language .4. .Learn .from .Churn .5. .Create .a .early .warning .system
Customer .Health .Score .- .correct .answer.A .data-driven .approach .for .evaluating .how
.successful .any .customer .is .being .at .any .point.
Customer .Journey .- .correct .answer.A .map .of .what .your .customers .all .ideally .experience
.and .the .milestones .they'll .reach .while .using .your .solution
Success .Plan .- .correct .answer.A .plan .of .what .success .looks .like .for .each .and .every
.customer. .A .document .or .set .of .data .points .that .you .have .for .every .customer .that .defines
.what .success .looks .like .for .them.
Engagement .Model .- .correct .answer.A .tactic .that .layers .on .the .journey .eg. .touch .points,
.emails, .phone .calls. .All .points .of .engagement .between .you .and .the .customer .that .will .be
.used .to .move .them .along .the .customer .journey. .It .also .outlines .who .is .responsible .for
.those .touch .points
Executive .Business .Reviews .- .correct .answer.Quarterly .Business .Reviews .(QBRs) .is
.where .you .sit .down .with .key .decision .makers .within .your .customer .companies .and
.review .where .they .are .on .your .success .plan .and .set .a .new .one .for .the .coming .months
Risk .Management .- .correct .answer.Identifying .a .risk .that .could .result .in .customer .churn .if
.not .addressed .and .having .a .very .defined .process .for .addressing .that .risk.
