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Customer Success Plan tracking can drive additional license purchases by demonstrating the value the solution provides through increased user productivity. When gains in productivity are tracked and communicated, it can justify the investment in additional licenses2.

The Customer Success Manager must identify the adoption barriers. The dashboard indicates areas where the engagement scores are low, which suggests that there are obstacles preventing the customer from fully utilizing and benefiting from the product. Identifying these barriers is the first step towards developing a strategy to increase adoption and customer success.

Expanding an endpoint security solution to cover additional assets like data center servers represents a use case expansion opportunity. This scenario indicates that the customer is extending the scope of their current solution to cover more of their infrastructure. References: Expansion opportunity identification techniques that look for scenarios where the application of a solution is broadened to new areas within the customer’s environment.

The loss of a project sponsor can significantly delay time to value. A project sponsor provides the necessary support, resources, and advocacy for a project within an organization. Without a sponsor, projects can face delays due to lack of direction, resources, and organizational support

The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.

Operating expenses (OpEx) are the costs for the day-to-day operation of a business, such as rent, utilities, and payroll. Capital expenses (CapEx), on the other hand, are investments in assets that will benefit the business over a longer period, such as equipment or property2.

A common indicator of customer health is the customer satisfaction metric. It reflects the level of satisfaction customers have with a product or service, which is a key indicator of their overall health and likelihood to continue using and recommending the solution4.

The Customer Success Manager works directly with customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions. They play a pivotal role in guiding customers to realize the full value of their investments5.

To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.