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Customer Success Management
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Delimiter between question and answer:

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  • No column headers.
  • Each line maps to a question.
  • If the delimiter is used in a question, the question should be surrounded by double quotes: "My, question","My, answer"
  • The first answer in the multiple choice question must be the correct answer.

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the worth, importance, or usefulness of something
value
It's important that our customers realize the ___ of our service.
 
value
 
churn
 
pain point
 
touchpoint
The ___ is crucial for building a relationship with customers.
 
touchpoint
 
upsell
 
escalation
 
churn
Interaction between a customer and a brand, product, or service, occurring at any point in the customer journey
Touchpoint
A measure of how satisfied and engaged a client is.
Customer health score
Reaching out to clients before they ask for help.
Proactive outreach
A client who actively recommends the product.
Customer advocacy
When a problem is moved to a higher level for faster resolution.
Escalation
Issues or difficulties that customers want solved.
Pain points
Encouraging a client to buy additional or premium features.
Upsell
When customers stop using or cancel a service.
Churn
The process of welcoming and training new clients.
onboarding
The account manager initiated ________ after noticing low usage.
 
proactive outreach
 
pain points
 
health score
 
upsell
Because the issue was critical, we had to request an ________.
 
escalation
 
pain point
 
proactive outreach
 
health score
We identified an _____ opportunity with the new analytics tool.
 
upsell
 
outreach
 
onboard
 
outlook
Their _____________ dropped significantly last quarter.
 
customer health score
 
upsell
 
churn
 
outreach
Her satisfaction is so high that she became a ______.
 
customer advocate
 
trainee
 
health score
 
great scorer
The client mentioned several ______ during the discovery call.
 
pain points
 
upsell
 
onboard
 
scores
We need to reduce ______ by improving product adoption.
 
churn
 
health score
 
pain points
 
upsell
Our ______ program ensures clients are confident in the first 30 days.
 
onboarding
 
churn
 
experience
 
upsell
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