Q: 7
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?
Options
Discussion
Not A, B makes sense since after gathering KPIs and use cases, next step is to formalize it into a success plan. Don’t think config (C) comes right away. Pretty sure it’s B unless the stakeholders need docs first.
After you get stakeholder info and use cases, the natural move for a CSM is to draft a success plan. A is nice but more of an internal task, not really the next step with the customer. I think B is what they're looking for here.
Yeah, B lines up here. After you meet new stakeholders and get their use cases and KPIs, a CSM should build out a success plan to tie it all together for next steps. Documenting is important but the actionable move is the success plan. I think that's Cisco best practice. Agree?
It’s B for sure. Creating a success plan is what Cisco trains CSMs to do after onboarding: you use KPIs and use cases to map out next steps, not just record info or push sales. Option D is tempting but that’s more about upsell, not the onboarding flow.
D imo. A lot of onboarding sessions actually push for early upsell and new product alignment, so that's a common trap in these scenarios.
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