A Customer Informs Their Customer Success Manager That They Are

Multiple Choice

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

A) Engage the service delivery manager and request two days of free consultation for the customer
B) Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
C) Escalate the situation to your manager and request a customer visit to understand concerns and expectations
D) Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps