CSM Responsibilties » Week 1 » Reports, Dashboards, And Customer Success In Salesforce

Q: Fill in the blank: A person on a sales team whose goal is to develop strong customer relationships with existing customers that lead to retention and loyalty is often referred to as a ______________.

Yes! The CSM’s goal is to develop and maintain strong customer relationships.

Q: When would an AE pass off a customer to a CSM?

Yes! After the deal is signed, the CSM will continue the relationship with the customer.

Q: In what ways does a customer success manager's role align with the sales process? Select all that apply.

Yes! While the AE worked with customers to help them understand how the product or service would meet their needs, it is the CSMs turn to help educate the customer on how to get those benefits after the deal is won.

Q: Customer success managers are responsible for onboarding customers, educating customers and providing customer support. What is an example of a way CSMs might onboard their customers?

<table> <tbody> <tr> <td> </td> </tr> <tr> <td> Answers will vary, but might include: <ul> <li> Scheduling an onboarding meeting to set up the product for the customer. </li> <li> Talking with customers to gain an understanding of their hopes and expectations of the product. </li> <li> Asking customers about their environment to prepare the CSM for the next step of educating customers on how to use the product or service in a way that meets their needs. </li> <li> </li> </ul> </td> </tr> </tbody> </table>

Q: Customer success managers are responsible for onboarding customers, educating customers and providing customer support. What is an example of a way CSMs might provide customer support?

Answers will vary, but might include: <ul> <li> Learning more about the product or service so that they can respond directly to more customer support questions. </li> <li> When they are not sure about the answer to a question, directing it to the right person who can answer it. </li> <li> Receive and respond to customer complaints in a professional manner to maintain a strong relationship with the customer. </li> </ul>

Q: How can a sales ops specialist support a customer success manager? Select all that apply.

Yes! By understanding how to leverage Service Cloud tools, CSMs can worry less about the technical customer management pieces and focus on building stronger and lasting customer relationships.