Hubspot Customer Management 2018
Hubspot Client Management 2018
Exam
Fill inwards the blank: While all stages of the customer lifecycle are important, the _________ stage is peculiarly critical because it’s the firstly fourth dimension you’re engaging amongst a customer afterwards they sign on amongst your agency.
onboarding
post-onboarding in addition to continuing customer management
renewal
ongoing management
ending retainer
True or false? During the onboarding stage, yous should give your customer all the data in addition to adjacent steps they demand for the entire servant inwards i meeting.
True - yous should e'er render all data inwards the really start to assistance repose whatsoever anxiety your customer has most the relationship.
True - yesteryear providing all the data inwards the firstly meeting, you’ll trim back the demand to encounter i time to a greater extent than during the onboarding phase, saving both yous in addition to your customer time.
False - instead of giving all data inwards i meeting, spread it out during the firstly few weeks. This volition assistance choke on your clients from getting overwhelmed.
False - avoid giving whatsoever extra data to your customer unless they specifically ask. This volition forbid whatsoever unnecessary confusion.
Fill inwards the blank: During the ____________ stage, clients are expecting to consider results, in addition to hence build certain yous percentage quick wins in addition to functioning improvements.
onboarding
post-onboarding in addition to continuing customer management
renewal
ongoing management
ending retainer
Why is documenting your customer lifecycle procedure important?
It helps yous review what is in addition to isn’t working inwards your customer journey
It makes employee onboarding in addition to communicating to clients easier
It makes the customer lifecycle procedure to a greater extent than streamlined
All of the above
Which of the next is NOT a stride to optimizing your onboarding process?
Collect data most your electrical current onboarding process
Review in addition to workshop the onboarding process
Update your existing onboarding process
Send your updated onboarding procedure to all your clients
True or false? In social club to review in addition to workshop your onboarding process, yous demand to acquire all stakeholders inwards a coming together to review the electrical current procedure in addition to position what industrial plant in addition to what doesn’t.
True
False
What are closed to of the ways to purpose automation inwards your onboarding process?
Use the HubSpot coming together tool to arrive easier to schedule customer calls
Create electronic mail templates inwards HubSpot Sales for your trouble concern human relationship managing director to purpose amongst their clients
Create electronic mail sequences to automate communication to your clients
All of the above
True or false? Debrief your yesteryear onboarding experiences to sympathise what worked good in addition to what didn’t.
True - laid a coming together amongst all your yesteryear clients to larn what yous could receive got improved on.
True - receive got an internal coming together for each customer moving forrad to create upward one's hear how yous tin meliorate the process.
False - alone debrief your best clients, since this would live on too laborious to do for every client.
False - alone debrief clients who cancel their engagement amongst you, since these are clients yous tin larn from.
True or false? Ongoing customer management way merely providing constant communication to your clients.
True
False
Fill inwards the blank: H5N1 ____________ is a slap-up way to perform wellness checks amongst your clients.
Net Promoter Score survey
service bird agreement
business one-page questionnaire
renewal call
True or false? It’s of import to adopt soft skills to align amongst your customer on a personal level.
True - finding areas of commonality volition assistance yous flora trust early in addition to opened upward the conversation amongst your client.
True - the most of import matter is to build certain your customer sees yous equally a friend. If your customer likes you, they’re less probable to burn downwardly you.
False - a customer is paying yous to render a service, non live on their friend. As long equally yous acquire the operate done, yous don’t demand to worry most edifice a relationship.
False - avoid talking to your customer most anything likewise work, since this ends upward wasting valuable time.
All of the next are best practices for ongoing customer management, EXCEPT:
Schedule calls in addition to create telephone band agendas
Avoid making your customer interactions touchless where possible
Be a build advocate for your client
Help negotiate for your client’s needs
Fill inwards the blank: An trouble concern human relationship managing director should live on continually reviewing their client’s trouble concern human relationship in addition to performing _________ throughout the client’s lifecycle.
health checks
renewal calls
goal setting
alerts
True or false? You alone demand to run a post-call debrief afterwards a cancellation call, non a renewal call.
True
False
Your customer has expressed concern at yous non coming together their digital marketing goals. They expected their sales to grow yesteryear 15% in addition to yous alone achieved a increase of 10%. They’re starting to query whether inbound is the right way to acquire for their trouble concern in addition to you’re unsure whether they volition renew or cancel. How should yous degree this client’s health?
Red - the customer is most probable going to cancel. Prepare your cancellation telephone band amongst the marketing manager, notify HubSpot, in addition to overstep their contact details on to your HubSpot trouble concern human relationship manager.
Orange - there’s potential for the customer to renew or cancel. Even though you’ve seen an improvement inwards performance, yous demand to come upward up amongst a conception to meliorate results fifty-fifty more.
Green - you’re confident the customer volition definitely upgrade or renew. While the customer has expressed closed to concerns, you’ve withal improved their performance.
None of the higher upward - yous don’t receive got plenty data at this betoken to degree the client’s health.
What are closed to negative signals to expression out for from your client?
A drib inwards tool usage
Skipping your check-in meetings
A bad attitude
All of the above
All of the next are best practices for growing your existing customer relationships, EXCEPT:
Keep runway of events that are of import to your client
Understand your client’s goals in addition to perform ongoing reporting
Regularly review the client’s trouble concern human relationship amongst your internal squad in addition to client
Adopt a quick wins approach yesteryear performing out-of-scope requests
True or false? Upsells should alone occur during the renewal call.
True - yous shouldn’t convey upward whatsoever upsell opportunities until the renewal, since this volition precisely distract your client.
True - upsells alone occur during a renewal, since a customer is never willing to pay to a greater extent than for something i time they already receive got a retainer.
False - upsells tin occur at whatsoever time, yous should e'er live on looking for opportunities to add together to a greater extent than value for the client.
False - upsells should alone occur during monthly or quarterly customer reviews. You don’t desire to distract from the renewal yesteryear presenting novel ideas.
True or false? When a customer asks yous to consummate tasks exterior the compass of the retainer, yous should e'er concur to do them. You desire to choke on the customer happy, fifty-fifty if that way spending to a greater extent than fourth dimension than they’re paying for.
True
False
When identifying which clients are a good-fit for upselling, all of the next criteria is important, EXCEPT:
A customer amongst alone 20-50 employees
A customer who represents the type of trouble concern human relationship your agency wants to operate with
A customer amongst specific trouble concern goals
A customer who is financially stable
- There are twenty questions.
- It should receive got an threescore minutes to complete.
- You must reply xv questions correctly to pass.
- You must hold off 12 hours betwixt attempts.
- You receive got 3 hours to destination the exam.
Fill inwards the blank: While all stages of the customer lifecycle are important, the _________ stage is peculiarly critical because it’s the firstly fourth dimension you’re engaging amongst a customer afterwards they sign on amongst your agency.
onboarding
post-onboarding in addition to continuing customer management
renewal
ongoing management
ending retainer
True or false? During the onboarding stage, yous should give your customer all the data in addition to adjacent steps they demand for the entire servant inwards i meeting.
True - yous should e'er render all data inwards the really start to assistance repose whatsoever anxiety your customer has most the relationship.
True - yesteryear providing all the data inwards the firstly meeting, you’ll trim back the demand to encounter i time to a greater extent than during the onboarding phase, saving both yous in addition to your customer time.
False - instead of giving all data inwards i meeting, spread it out during the firstly few weeks. This volition assistance choke on your clients from getting overwhelmed.
False - avoid giving whatsoever extra data to your customer unless they specifically ask. This volition forbid whatsoever unnecessary confusion.
Fill inwards the blank: During the ____________ stage, clients are expecting to consider results, in addition to hence build certain yous percentage quick wins in addition to functioning improvements.
onboarding
post-onboarding in addition to continuing customer management
renewal
ongoing management
ending retainer
Why is documenting your customer lifecycle procedure important?
It helps yous review what is in addition to isn’t working inwards your customer journey
It makes employee onboarding in addition to communicating to clients easier
It makes the customer lifecycle procedure to a greater extent than streamlined
All of the above
Which of the next is NOT a stride to optimizing your onboarding process?
Collect data most your electrical current onboarding process
Review in addition to workshop the onboarding process
Update your existing onboarding process
Send your updated onboarding procedure to all your clients
True or false? In social club to review in addition to workshop your onboarding process, yous demand to acquire all stakeholders inwards a coming together to review the electrical current procedure in addition to position what industrial plant in addition to what doesn’t.
True
False
What are closed to of the ways to purpose automation inwards your onboarding process?
Use the HubSpot coming together tool to arrive easier to schedule customer calls
Create electronic mail templates inwards HubSpot Sales for your trouble concern human relationship managing director to purpose amongst their clients
Create electronic mail sequences to automate communication to your clients
All of the above
True or false? Debrief your yesteryear onboarding experiences to sympathise what worked good in addition to what didn’t.
True - laid a coming together amongst all your yesteryear clients to larn what yous could receive got improved on.
True - receive got an internal coming together for each customer moving forrad to create upward one's hear how yous tin meliorate the process.
False - alone debrief your best clients, since this would live on too laborious to do for every client.
False - alone debrief clients who cancel their engagement amongst you, since these are clients yous tin larn from.
True or false? Ongoing customer management way merely providing constant communication to your clients.
True
False
Fill inwards the blank: H5N1 ____________ is a slap-up way to perform wellness checks amongst your clients.
Net Promoter Score survey
service bird agreement
business one-page questionnaire
renewal call
True or false? It’s of import to adopt soft skills to align amongst your customer on a personal level.
True - finding areas of commonality volition assistance yous flora trust early in addition to opened upward the conversation amongst your client.
True - the most of import matter is to build certain your customer sees yous equally a friend. If your customer likes you, they’re less probable to burn downwardly you.
False - a customer is paying yous to render a service, non live on their friend. As long equally yous acquire the operate done, yous don’t demand to worry most edifice a relationship.
False - avoid talking to your customer most anything likewise work, since this ends upward wasting valuable time.
All of the next are best practices for ongoing customer management, EXCEPT:
Schedule calls in addition to create telephone band agendas
Avoid making your customer interactions touchless where possible
Be a build advocate for your client
Help negotiate for your client’s needs
Fill inwards the blank: An trouble concern human relationship managing director should live on continually reviewing their client’s trouble concern human relationship in addition to performing _________ throughout the client’s lifecycle.
health checks
renewal calls
goal setting
alerts
True or false? You alone demand to run a post-call debrief afterwards a cancellation call, non a renewal call.
True
False
Your customer has expressed concern at yous non coming together their digital marketing goals. They expected their sales to grow yesteryear 15% in addition to yous alone achieved a increase of 10%. They’re starting to query whether inbound is the right way to acquire for their trouble concern in addition to you’re unsure whether they volition renew or cancel. How should yous degree this client’s health?
Red - the customer is most probable going to cancel. Prepare your cancellation telephone band amongst the marketing manager, notify HubSpot, in addition to overstep their contact details on to your HubSpot trouble concern human relationship manager.
Orange - there’s potential for the customer to renew or cancel. Even though you’ve seen an improvement inwards performance, yous demand to come upward up amongst a conception to meliorate results fifty-fifty more.
Green - you’re confident the customer volition definitely upgrade or renew. While the customer has expressed closed to concerns, you’ve withal improved their performance.
None of the higher upward - yous don’t receive got plenty data at this betoken to degree the client’s health.
What are closed to negative signals to expression out for from your client?
A drib inwards tool usage
Skipping your check-in meetings
A bad attitude
All of the above
All of the next are best practices for growing your existing customer relationships, EXCEPT:
Keep runway of events that are of import to your client
Understand your client’s goals in addition to perform ongoing reporting
Regularly review the client’s trouble concern human relationship amongst your internal squad in addition to client
Adopt a quick wins approach yesteryear performing out-of-scope requests
True or false? Upsells should alone occur during the renewal call.
True - yous shouldn’t convey upward whatsoever upsell opportunities until the renewal, since this volition precisely distract your client.
True - upsells alone occur during a renewal, since a customer is never willing to pay to a greater extent than for something i time they already receive got a retainer.
False - upsells tin occur at whatsoever time, yous should e'er live on looking for opportunities to add together to a greater extent than value for the client.
False - upsells should alone occur during monthly or quarterly customer reviews. You don’t desire to distract from the renewal yesteryear presenting novel ideas.
True or false? When a customer asks yous to consummate tasks exterior the compass of the retainer, yous should e'er concur to do them. You desire to choke on the customer happy, fifty-fifty if that way spending to a greater extent than fourth dimension than they’re paying for.
True
False
When identifying which clients are a good-fit for upselling, all of the next criteria is important, EXCEPT:
A customer amongst alone 20-50 employees
A customer who represents the type of trouble concern human relationship your agency wants to operate with
A customer amongst specific trouble concern goals
A customer who is financially stable
0 Response to "Hubspot Customer Management 2018"
Post a Comment