WorksheetsTRIVIAL CSM
Total questions: 15
Worksheet time: 8mins
Docebo Values: Which are Docebo Values among this list?
(a)
Integrity
Accountability
Technicality
Togetherness
Simplicity
Customer portfolio: Which types of customers will be part of my portfolio?
High touch - Mid Touch - Low Touch
High touch - Mid Touch
High touch - Mid Touch - Low Touch - Tech Touch
High touch - Mid Touch - Low Touch - Tech Touch - No Touch
CSM Complexity Level: What are the main elements considered to define the CSM Complexity level?
#Average time spent in Gong calls
#Installations
#Products
#Use Cases
NPS
Hybrid Strategy: when is my presence in the office required?
On-demand when my manager is asking for that
Whenever I can
SE&EM/FRANCE/DACH: Tuesday (recommended on Thursday) - UK: Thursday (recommended on Tuesday)
Tuesday for everyone
Customer Journey: which are the main stages of the New Customer Journey?
PRESALES - ONBOARDING - LAUNCH - GROWTH
PRESALES - ONBOARDING - ADOPTION - OPTIMIZE
PRESALES - ONBOARDING - HYPER GROWTH - GROWTH
PRESALES - ONBOARDING - LAUNCH - OPTIMIZE
Customer Journey: the Launch Methodology is a process to trigger…
For Customers in Onboarding
For Customers in the Adoption phase who have not done a full go-live
For Customers in the Adoption phase who have done a full go-live
For Customers in the Optimize phase
Responsability Matrix: Who is responsible for Upsell demo during the Onboarding phase?
The Customer Success Manager
The Account Executive
The Solution Deployment Manager
The Solution Consultant
Responsability Matrix: Who is the owner for Business Reviews moving forward?
The Account Manager
The Customer Success Manager
The Solution Deployment Manager
The Solution Consultant
Business Reviews: Can we show the Product strategy during the Business Review?
No, we don’t want to share this info anymore
Yes, but just for key customers
Yes, I can show directly the info in ProductBoard
Yes, I can show the slides provided by MKT/PRODUCT
Business Reviews: How many BR/year do I have to schedule with a HIGH TOUCH Customer?
4 BRs/Year
2 BRs/Year
2 or more BRs/Year
On demand
Business Review: How can I know which customers I will have to organize a BR for in 2023?
I will receive a task from SFDC
I will receive a task from Fresh Success
I have to schedule them manually based on the sheet shared by Marco
The AM is responsible for scheduling the BR
CSM CASES: Who will create CSM Cases moving forward?
Just AMs
Just CSMs
AMs if customer has no CSM assigned or for specific needs for which the CSM is not aware, CSM for any initiative raised by the customer during the scheduled touchpoints
We’re not using CSM Cases anymore
QUIP: What is the main section of QUIP that will be updated during Strategic alignment calls?
Solutions & Technology
Discovery Framework
Strategic Business Goals, Objectives and Challenges
None of above
Product Board: Can we share Product Board info with customers?
YES
NO
Product Strategy: How are we sharing our Product Strategy moving forward?
Standard slides coming from product, shared during BRs or Strategic alignment calls (on demand)
Product Board screensharing
Community resources
Public Webinar
