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?

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?

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