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?

The primary role of a Customer Success Manager (CSM) when faced with low adoption and a competitive threat is to first understand the root cause from the customer's perspective. The customer is evaluating a competitor because the existing solution is not meeting their needs or delivering the expected value. Hosting a discovery session with stakeholders is the most critical next step. This allows the CSM to listen, identify the specific business challenges the team faces, and understand their desired outcomes. This consultative approach rebuilds alignment and uncovers the "why" behind the low usage, which is essential before proposing any solution, such as training or feature education.

B. This is incorrect because it assumes the problem is a lack of technical knowledge. Proposing training without first diagnosing the actual challenge is a premature, solution-first approach that may not address the customer's core issues.
C. This is incorrect because it focuses on product features rather than business value and outcomes. The operations team may be aware of the features but find they do not solve their specific problems or fit their workflow.
D. This is incorrect because involving procurement is a reactive and potentially adversarial step. It shifts the focus from value realization to contractual obligation, which can damage the relationship with the business stakeholders who are experiencing the problem.

1. Cisco Learning Network

820-605 CSM Exam Topics

v1.0. The official exam blueprint emphasizes understanding the customer's context as a core competency.

Section 3.1: "Identify the customer's barriers to adoption (for example

lack of training

operational

or business process)." A discovery session is the primary method to identify these barriers directly from the customer.

Section 4.1: "Describe the key elements of a Customer Success Plan (for example

customer's mission

desired outcomes

and strategic goals)." The information required for a Success Plan is gathered through discovery and stakeholder alignment sessions.

2. Cisco

"Customer Success Manager (CSM) Role At-A-Glance

" Document. This official role description outlines the CSM's core responsibilities.

Page 1

"What you'll do" section: A key responsibility listed is to "Develop a deep understanding of the customer’s business and their desired outcomes." Hosting a discovery session is the direct execution of this responsibility

especially when a problem is identified.

3. Cisco

"The Practice of Customer Success

" White Paper by TSIA. This document

often referenced in Cisco's Customer Success methodology

details the importance of understanding customer outcomes.

Section: "Consumption Analytics and Adoption

" Page 8: The paper explains that low usage data (the symptom) must be followed by engagement to "understand what is preventing the customer from leveraging the technology." This engagement is precisely what a discovery session is designed to achieve.