820-605 · Question #20
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the…
The correct answer is B. service introduction to confirm that they know how to submit service issues at the go live. With solution deployment imminent, the Customer Success Manager's next logical step is to ensure the customer is fully prepared for post-go-live support by confirming their knowledge of submitting service issues.
Question
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
Options
- AQuarterly Success Review build and delivery
- Bservice introduction to confirm that they know how to submit service issues at the go live
- Cinitial user group identified and their use cases confirmed
- Dcustomer's stakeholders and their business outcomes
- Eadditional features that will align with the business outcomes
How the community answered
(43 responses)- A14% (6)
- B77% (33)
- C2% (1)
- D5% (2)
- E2% (1)
Why each option
With solution deployment imminent, the Customer Success Manager's next logical step is to ensure the customer is fully prepared for post-go-live support by confirming their knowledge of submitting service issues.
Quarterly Success Reviews are typically conducted after a period of active usage, not immediately before or during initial deployment.
As the solution is about to go live, ensuring the customer knows how to access support and submit service issues is crucial for a smooth operational transition and immediate post-deployment problem resolution. This directly impacts the initial customer experience and minimizes potential frustration.
Initial user groups and use cases should have been identified and confirmed during the planning and design phases, prior to final deployment preparation.
Customer stakeholders and business outcomes are foundational elements established much earlier in the customer journey, guiding the solution planning process itself.
Focusing on additional features before the current solution is even deployed and operational is premature and not the next logical step.
Concept tested: Customer Success Manager- post-deployment readiness
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