The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this…

Reviewing the original sales proposal with the sales team is an internal activity focused on the initial sale, which might provide context but doesn't directly mitigate current adoption risk with new leadership.

Evaluating customer expertise helps identify potential skill gaps or training needs among users, which is a common cause for low adoption, allowing the CSM to recommend appropriate support.

Offering discounts on new products is a sales tactic that does not address the fundamental issue of low adoption with the currently purchased solution and could devalue the existing investment.

While resolving technical issues is important, low adoption concerns often stem from strategic misalignment, lack of training, or process issues, not solely technical faults, so this is not the first or only action.

Reviewing the original business case and reassessing desired outcomes with new leadership ensures alignment between the solution's value proposition and the new team's strategic vision, clarifying expectations and re-establishing relevance.