CSS Enablement Assessment

What is the purpose of Customer Success?

• Maximize the value realized by the customer.

• Achievement of customer's business outcomes.

• Improvement of one's performance appraisal.

• Sell more technology solutions to customer.

What are the tasks of a CSS?

• Monitor usage of the solution monthly through Health Checks.

• Provide technical and expert guidance on usage.

• Document defined outcomes, KPIs and the CSP.

• Define SMART outcomes with the customer.

Customer Service and Customer Success serve the same function.

• True

• False

What stages of the CARE lifecycle motion are the CSS actively engaged in?

• Closing Deal.

• Adopt.

• Renew.

• Expand.

Fill in the blanks. The CSMs collaborate with the ______ to create the Customer Success Plan.

• Customer Success Specialist

• Customer Support Specialist

• Customer Service Specialist

• Customer Servitude Specialist

Customer Success is a cross-functional effort that should be practiced in the entire organization.

• True

• False

Which among the following are the correct tasks of a CSS?

• 1. 1. Ensure solution can be maximized by the customer.

     2. 2. Monitor usage of the solution monthly at the minimum and provide timely insights and recommendations to the current usage.

     3. 3. Provide expert guidance and educate the end-user on how to maximize the solution.

• 1. 1. Ensure that the solution is delivered to the customer.

  3. 2. Monitor the usage of the solution annually at the minimum and provide timely insights and recommendations to the current usage.

  3. 3. Provide expert guidance and educate the end-user on how to maximize the solution.

• 1. 1. Ensure that the solution can be maximized by the customer.

  3. 2. Monitor the usage of the solution monthly at the minimum and provide irrelevant insights and recommendations to the current usage.

  3. 3. Provide expert guidance and educate the end-user on how to maximize the solution.

• 1. 1. Ensure that the solution can be maximized by the customer.

  3. 2. Monitor the usage of the solution monthly at the minimum and provide timely insights and recommendations to the current usage.

  3. 3. Let the customer learn about the solution themselves.

What are the main opportunities that the CSS and CSM can uncover during Renew and Expand stages?

• Salary Increase

• Additional Use Cases and Feature Adoption

• Optimization Services

• Rewards and Additional Work Benefits

What is the purpose of a Quarterly Business/Success Review?

• Ensure consistent communication with customer.

• Track KPI progress and previous action items.

• Offer and sell new services to customer.

Fill in the blanks. The CSS is the _________ counterpart of the CSM

• technical

• superficial

• handsome

• business