Which action should a Customer Success Manager take to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
A.
Provide break-fix support for technical problems experienced or observed by the customer.
B.
Provide a detailed cost structure for the management team.
C.
Provide training content to address current and existing barriers.
D.
Provide direct and in-depth technical expertise upon customer request.
As customers transition from the Implement stage to the Use stage, they may encounter barriers related to understanding, adoption, and usage of the product or solution. Providing training content that addresses these barriers can help users overcome challenges and make effective use of the solution. This proactive approach ensures that customers have the resources and knowledge they need to navigate any difficulties they may encounter during the Use stage.
Option D (Provide direct and in-depth technical expertise upon customer request) might be relevant, but providing training content (option C) is a more proactive and effective approach for addressing barriers during the transition between stages.
I would say "C", training, CSM is not a technical role and "should not get bogged down in the weeds"
upvoted 2 times
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