CAM CAM Customer Success & Retention

Question 1

What is the primary goal of a customer success program in account management?

Accepted Answer

Ensuring customers achieve their desired outcomes with your product or service

Answer

Maximizing upsell revenue in the first 30 days

Answer

Reducing the number of customer support tickets

Answer

Automating all customer communications

Question 2

Which metric measures the percentage of customers who stop doing business with a company over a given period?

Accepted Answer

Churn rate

Answer

Net Promoter Score (NPS)

Answer

Customer Lifetime Value (CLV)

Answer

Customer Acquisition Cost (CAC)

Question 3

A key account signals dissatisfaction by reducing their usage by 40% over two months. What should the account manager do first?

Accepted Answer

Schedule a proactive check-in to understand the root cause of reduced engagement

Answer

Wait until the contract renewal date to address concerns

Answer

Offer an immediate discount to retain the account

Answer

Escalate to the sales team to negotiate a new contract

Question 4

What does 'Net Revenue Retention' (NRR) measure in a B2B account management context?

Accepted Answer

Revenue retained from existing customers including expansions, minus churn and downgrades

Answer

Total new revenue acquired from new customers in a period

Answer

Net profit after customer acquisition costs are subtracted

Answer

The ratio of contract renewals to total contracts up for renewal

Question 5

Which customer retention technique involves identifying and targeting customers who show signs of disengagement before they churn?

Accepted Answer

Churn prediction and proactive outreach

Answer

Win-back campaigns for lapsed customers

Answer

Loyalty reward programs

Answer

Onboarding automation sequences

Question 6

In customer success, what is a 'QBR' and what is its primary purpose?

Accepted Answer

A Quarterly Business Review to assess account health, progress toward goals, and plan next steps

Answer

A Quality Billing Report submitted to finance every quarter

Answer

A Quick Budget Request for additional account resources

Answer

A Quarterly Benchmarking Report comparing industry peers