A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the…

Engaging the customer directly to understand the "why" behind non-enablement allows the CSM to identify specific adoption barriers (e.g., lack of knowledge, technical issues, unmet expectations) and then formulate a tailored strategy to overcome these challenges, thereby increasing the likelihood of renewal and usage.

Creating training materials without first understanding the specific reason for non-enablement might not address the root cause and could be an inefficient use of resources.

Offering upgraded licenses for a solution that isn't even enabled is unlikely to incentivize engagement and might even be perceived negatively if the basic value proposition isn't understood or realized.

While collaborating with internal teams is important, the CSM's primary responsibility is direct customer engagement to understand their specific challenges and drive adoption, not to simply ask another internal manager.