While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?

Question

Pedro Faro · Accepted Answer

Host a discovery session with stakeholders to identify challenges and desired outcomes.

Pedro Faro · Answer

Invites the stakeholders to attend technical training on different product use cases.

Pedro Faro · Answer

Educate the operations team on the features and capabilities of the existing solution.

Pedro Faro · Answer

Ensure the customer's procurement team is aware of the existing solution and its usage history.

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