In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
A.
Document the session, stakeholder interests, and metrics for leadership
B.
Create a success plan to be reviewed with the customer at the next review meeting
C.
Provide technical configuration for development
D.
Discuss new opportunities and new products to purchase
is (A)
Documenting the onboarding session, stakeholder interests, and metrics is an important step in the customer success process as it helps to ensure that there is a clear record of the discussion, including any action items or next steps that were identified. This information can be used to create a baseline for measuring progress, to identify areas of improvement, and to communicate the status of the engagement to leadership and other stakeholders.
creating a success plan
is an important step in the customer success process, it typically comes after the onboarding session has been documented and the Customer Success Manager has had time to analyze the information collected.
We should not go for answer A, because we need to identify the words here. such as : "metrics for leadership", in the CSM training they did not mention anything like this. unique but we can remember by following this way.
I would go for B, success plan. I think the question asks about the next step with some impact, not a trivial action (A). From the blackbelt training: Some key assets during the Onboarding stage are the Integrated Account Plan or IAP, a customer stakeholder map, customer expectation details, and the Success Plan.
I agree that A is the correct answer. The statement says "during a onboarding session, New Stakeholders, New KPIs", that would indicate that there is already a list of stakeholder and KPIs, most likely in the original customer success plan that was created during the sales process. So A is the most logical answer.
The CSM could document it in a succes plan. I think that you would create a success plan already before the onboarding, and only the customer facing part will be reviewed with the customer at the next review meeting. So Perhaps ist B misleading and A the better answer...
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