Customer Discovery must not be a Sales-only activity. The moment the contract is signed, you become responsible for the outcome.
The sales discovery is optimized for closing the deal. It’s about confirming urgency, validating the use case, and alignment on high-level value. It’s important, but it lacks the depth that Customer Success Managers need to understand their customers’ needs.
Without this, you are forced to operate on guessing and assuming. Leading to misalignment on goals, slow progress (trial and error), and preventable churn.
Study the information from the sales hand-off and use it as the starting point for your discovery
CSMs who excel at customer discovery onboard new customers faster, retain them long and generate additional demand.
In this guide, you’ll learn
The purpose of the Customer Discovery is to identify your customers’ needs. Customer needs are determined by their goals, problems, and competencies. The insights you gain are the inputs for
If those don’t change with the insights, your customer discovery is shallow.