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What is the first step a Customer Success Manager should take to identify why the solution was purchased?
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?