CAM CAM Customer Success & Retention 2

Question 1

What does a high Net Promoter Score (NPS) indicate about a company's customer base?

Accepted Answer

Customers are highly likely to recommend the company to others

Answer

NPS measures customer loyalty by asking how likely they are to recommend the company, with high scores indicating strong advocates in the customer base.

Question 2

Which onboarding practice most significantly improves long-term customer retention for a SaaS account?

Accepted Answer

Ensuring the customer achieves a defined 'first value' milestone within the first 30 days

Answer

Helping customers reach their first meaningful outcome quickly creates early proof of value and dramatically increases the likelihood of long-term retention.

Question 3

A customer requests a feature that your product does not currently offer. What is the best response from an account manager?

Accepted Answer

Acknowledge the request, log it as formal product feedback, and communicate the roadmap timeline transparently

Answer

Transparently logging and communicating about feature requests builds trust and shows customers their input influences product direction without overpromising.

Question 4

What is the purpose of a 'customer health score' in account management?

Accepted Answer

To quantify the likelihood a customer will renew or churn based on multiple engagement signals

Answer

A health score aggregates signals like product usage, support ticket volume, and NPS into a single indicator of renewal likelihood.

Question 5

An account manager successfully sells an additional product module to an existing customer. This is an example of which revenue strategy?

Accepted Answer

Cross-selling

Answer

Cross-selling involves selling a different but complementary product or service to an existing customer, distinct from upselling which increases the tier of the current product.

(CAM) Certified Account Manager Practice Test

(CAM) Certified Account Manager Practice Test

CAM CAM Customer Success & Retention 2