Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

While the CSM can provide some answers, attempting to answer complex technical questions outside their expertise can lead to inaccuracies or incomplete solutions, and planning follow-up training might not be the immediate solution needed for specific questions.

The Quarterly Review is a strategic meeting, and while technical questions can arise, the CSM's role is not typically to provide deep technical support. Calling in a technical resource ensures accurate and expert answers, maintaining the strategic focus of the meeting while still addressing the customer's immediate need effectively.

Requesting the customer to open a support case during a strategic review meeting can be perceived as dismissive and unhelpful, as it delegates the issue back to the customer rather than facilitating a solution.

Identifying potential adoption challenges is part of the CSM's role, but deferring a meeting to discuss technical questions without addressing them on the spot, if possible with a resource, prolongs the issue and might frustrate the customer.