TRIVIAL CSM

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