Customer Success Chapter 2

Which flaws across the business can impact on Customer Success?

• Improper expectations set by the Sales Team

• Flawed Implementation process

• Product is inadequate

• All of the above

How is contract value increased?

• Cross-sell and up-sell

• cross-sell and down-sell

• Throughsell and upsell

• Upsell and downsell

Customer success is often used as an umbrella term for the entire ____ - sales wold

Customer success is not...

• focused on adding value

• focused on renewals

• focused on customer support

• focused on analytics

Can you think of words to describe what customer success is? What is customer success focused on?

Evaluate responses using AI:

OFF

Answer explanation

Customer success is a revenue driver for the business.

It is focused on the following:

1. Renewals

2. Upsells

3. Being proactive and strategic

4. Success oriented

5. Analytics focused

6. Predictive

There can be a bit of overlap between customer success and customer experience.

• Yes, both customer success and customer experience share some overlap.

• No, customer success and customer experience are entirely different and do not overlap.

True or false?

When a company starts focusing on customer success, other areas of the business (e.g. Sales and product teams) will be impacted.

• True

• False

Can you name some key metrics used to measure customer success?

Evaluate responses using AI:

OFF

Answer explanation

Gross renewals

Net retention

Adoption

Customer Health

Churn

Upsell

Downsell

Net Promoter score (NPS)

Which of the following options do not help to drive those metrics?

• Risk Assessments

• QBRs

• Education and Training

• Downselling

Which of these terms best describe Customer Support?

• Proactive

• Reactive

• Responsive

• Predictive