How does the Customer Success Manager identify the product and solutions purchased by a customer?

Baselinining with the account team can provide context, but the account team's understanding might not be as detailed or formally documented as the SOW, which is the official agreement.

The customer pipeline shows potential future sales, not products and solutions already purchased and currently in use or being implemented.

Touring a facility might reveal deployed hardware or active software, but it won't provide a complete, formalized list of all purchased solutions and services, especially cloud-based ones or those not physically present.

The Statement of Work (SOW) is a formal document that details the specific products, services, and solutions agreed upon in a customer engagement, making it the most accurate and definitive source for a CSM to understand what has been purchased.