820-605 · Question #174
In which two ways does Customer Success drive revenue in an organization? (Choose two.)
The correct answer is D. upselling E. renewals. Customer Success directly drives revenue through increasing customer loyalty, which leads to higher renewal rates, and by identifying and facilitating upsell opportunities for additional products or services.
Question
In which two ways does Customer Success drive revenue in an organization? (Choose two.)
Options
- Alicense consumption
- Bsuccess plans
- Ccustomer satisfaction
- Dupselling
- Erenewals
How the community answered
(21 responses)- B5% (1)
- C5% (1)
- D90% (19)
Why each option
Customer Success directly drives revenue through increasing customer loyalty, which leads to higher renewal rates, and by identifying and facilitating upsell opportunities for additional products or services.
License consumption indicates usage, which is a key metric for adoption and value realization, but it is an indicator or precursor to revenue (e.g., in consumption-based models or driving renewals/upsells), not a direct revenue driver in itself like upsells or renewals.
Success plans are tools used by CSMs to guide customer journeys and achieve outcomes, which indirectly support revenue, but they are not direct revenue drivers themselves.
Customer satisfaction is a critical outcome of good customer success practices and a strong contributor to renewals and upselling, but it is not a direct revenue-generating activity on its own.
Upselling involves encouraging customers to purchase more advanced or additional products/services, directly increasing revenue per customer.
Renewals represent recurring revenue from existing customers; by ensuring customers achieve value and satisfaction, CSMs significantly impact retention and therefore revenue.
Concept tested: Customer Success's impact on revenue
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