CSM Final COPY Flashcards
All 75 questions from the course
o Which of the following is not one of the stages discussed in the customer lifecycle?
Awareness
Adoption
Onboarding
Expansion & Advocacy
Awareness
o What is the initial Adoption phase about?
Getting new users access to the product
Getting new users to log in to the product for the first time
Getting new users to start using the product in their regular workflow
None of the above
Getting new users to start using the product in their regular workflow
o During which phase does a customer reach “first value”?
Success
Adoption
Expansion & Advocacy
Onboarding
Success
o Which of the following is an example of what can happen during the Expansion and Advocacy phase?
Customer adds new licenses
Customer purchases additional products
Customer agrees to be featured in a case study or refer others to the company
All of the above
All of the above
o Why could a customer repeat phases of the Customer Lifecycle?
There are features they haven’t utilized yet
They launch new initiatives
Their company decides to expand their use into new departments
All of the above
All of the above
o What does every great onboarding experience include?
White glove service
A plan
Technical integration documents
None of the above
A plan
o The pain of what needs to be greater than the resistance to change?
Implementation
Losing out on new opportunities
Status quo
Migrating systems
Status quo
o What are customers often afraid of when onboarding to a new system?
Losing customer data
Missing out on revenue if something goes wrong
Disrupting their staff or their customers
All of the above
All of the above
o What is the scope of the CSM’s responsibility for the onboarding process?
They are accountable for the overall success of onboarding, but not necessarily responsible for executing each step of the process
They are responsible for executing each step of the process
They are only responsible for running the kickoff call. Someone else will handle the rest.
None of the above
They are accountable for the overall success of onboarding, but not necessarily responsible for executing each step of the process
o A great onboarding experience
Always sticks to the default plan
Has a plan, but remains flexible to customer needs
Follows whatever the customer wants to do
None of the above
Has a plan, but remains flexible to customer needs
o What is Amy’s motto around expectations?
If you expect nothing, you’ll never be disappointed
Set expectations early and often, together
I’m not in this world to live up to your expectations
None of the above
Set expectations early and often, together
o If you believe a customer is likely to encounter a problem down the road, you should:
Address it now
Make note of it so you’re prepared to handle it when it comes up later
Ignore it until it becomes a problem
None of the above
Address it now
o How should you handle situations where the customer was promised something by sales that’s unlikely to happen?
Make sure the customer understands it was the sales rep’s fault, not yours
Acknowledge their frustration, ask for more clarification on what they were told and communicate your commitment to get things on the right track
Handle the objection by persuading the customer that it’s not a problem
None of the above
Acknowledge their frustration, ask for more clarification on what they were told and communicate your commitment to get things on the right track
o According to Amy, out of 100% of what you say, approximately how much do people actually hear?
90%
50%
20%
5%
5%
o What are examples of topics around which you should be setting expectations with customers?
What’s going to happen next
When things are likely to happen
What you need from the customer and what they should expect to get from you
All of the above
All of the above
o What does “first value” mean in the context of customer success?
The first time the customer actually uses the product
The first time the customer sees a return on their investment
The first time the customer believes the product has delivered on its promise
None of the above
The first time the customer believes the product has delivered on its promise
o Software products are typically designed for:
One specific type of customer with one specific use case
Multiple types of customers with one specific use case
Multiple types of customers with multiple use cases
Any of the above can be true
Any of the above can be true
o What is the #1 thing CSMs can do to maximize the chances of the customer reaching first value quickly?
Understanding why the customer signed up in the first place and what they want to accomplish
Getting the customer onboarded as quickly as possible
Responding quickly to any questions from the customer
None of the above
Understanding why the customer signed up in the first place and what they want to accomplish
o How does value get delivered to customers?
Through the product
Through people who support the product
Through the product and people
None of the above
Through the product and people
o A CSM can augment the value delivered through the product by:
Helping fill the gap between the product’s current capabilities and additional capabilities desired by the customer
Translating the value delivered by the product into a digestible format for the customer
Consolidating customer feedback and communicating back to the rest of the company
All of the above
All of the above
o What is the top reason you should be reaching out to a customer as a CSM?
To motivate them to take an action
To ask if they are having a positive experience
To ensure they renew their contract
None of the above
To motivate them to take an action
o The most effective customer outreach includes:
A compelling story with supporting data
Prescriptive next steps
A reminder of why they signed up in the first place
All of the above
All of the above
o What is multi-threading?
A term used by software engineers that refers to code stability
Checking in with the customer multiple times per month
Building relationships with multiple contacts within the company
None of the above
Building relationships with multiple contacts within the company
o When is asynchronous communication potentially more appropriate than asking for a meeting?
When you need to deliver information
When you need to reach a stakeholder that is unlikely to jump on a meeting
When the customer indicates they would prefer this type of communication
All of the above
All of the above
o What is the first thing you should do when a customer ignores your outreach?
Evaluate the potential reasons why your outreach is being ignored
Assume they are going to cancel and alert your team
Assume your contact is busy right now and try again later
None of the above
Evaluate the potential reasons why your outreach is being ignored
o Content produced or distributed by the Customer Success team to customers should be focused on:
Product features and uses
Industry insights
Tips that help customers in their daily lives
All of the above
All of the above
o What does “scaled customer success” refer to?
The process of expanding customer success beyond 1x1 interactions
A customer success department that serves more than 100 customers
Customer success resources that are exclusively available inside the product
None of the above
The process of expanding customer success beyond 1x1 interactions
o The customer success function was initially designed primarily to serve:
Small business (SMB) customers
Enterprise customers
Both SMB and Enterprise customers
None of the above
Enterprise customers
o What’s the primary purpose of building a community?
To build an audience that can be monetized
To spread the word about your product or service to others
To facilitate conversations between customers
None of the above
To facilitate conversations between customers
o What are some ways that CSMs can foster community without a defined “community strategy” at a company?
Set up office hours on zoom
Engage in discussions with customers on Linkedin
Engage in customer events
All of the above
All of the above