How To Report

Discovery Questions To Build Effective Outcomes-Based Customer Success Plans

December 19th, 2023
Shari Srebnick, Principal Analyst
Shari Srebnick Principal Analyst
With contributors:
Dave Frankland , Alesia Garrett , Nicole Bouchie , Shannon Colford , Kate Pierpont

Summary

When developing joint success plans, customer success managers (CSMs) must drive strategic conversations with customers. They must ask open-ended questions to identify goals and objectives to ensure they capture all relevant data and build plans that outline what actions customers must take to achieve their goals. This report provides customer success teams with the questions they need to ask to ensure they build effective joint customer success plans.

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