In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

The initial Customer Success Plan is created during the Onboard/Implement stage, outlining the customer's business objectives and key performance indicators (KPIs). The first update to this plan occurs during the Use stage. In this phase, the Customer Success Manager (CSM) gathers initial data on product consumption and user engagement. This data is used to validate that the customer is achieving the first milestones of value. The Success Plan is then updated to reflect this initial progress, address any early challenges, and refine the strategy before moving into the broader Adopt stage.

A. Onboard: The Success Plan is created during the Onboard stage; it is not updated for the first time here.
C. Adopt: The Success Plan is updated in the Adopt stage, but this is not the first update, as it follows the Use stage.
D. Implement: This is a component of the Onboard stage where the initial plan is executed, not reviewed or updated. ---

1. Cisco Digital Training: Customer Success Manager (DTCSM) v3.0.

Reference: Module 6

"Use and Adopt." This module describes the CSM's activities after the initial implementation. It details the process of conducting business reviews based on initial usage data and subsequently updating the Customer Success Plan to ensure the customer is on track to achieve their desired outcomes. This confirms the first update happens in the 'Use' stage

after the plan's creation in 'Onboard'.

2. Cisco Customer Experience (CX) Specialization Program Guide.

Reference: Section: "Customer Lifecycle Management Roles and Responsibilities." The guide outlines the CSM's deliverables at each stage. For the "Use" stage (sometimes referred to as "Enable" or "Activate")

a key activity is the "Success Plan Review and Update

" which is the first formal review following the initial plan creation during the "Onboard" stage. This review validates initial value realization.