Purpose: Make sure you are asking the right questions to give you the insights you need to plan the post-sale customer journey.

Use this:

• Framework 1 ➡️ Before the customer onboarding and initial success planning
• Framework 2 ➡️ During your business reviews and renewal meetings to understand whether to keep or change the course

Framework 1: Initial Discovery

Goals

• What are you trying to improve or change?
• What pressures are you under right now?
• Why does this matter now?
• What would make this a win internally?
• How will you know this worked (Success Metrics)?

Problems and Competencies

• Can you walk me through how you do this today?
• Where does this break today (Root Cause)?
• What slows you down?
• Why is this happening (5-Why)?
• What have you tried to fix this?

Framework 2: Ongoing Discovery (Re-Onboarding, Success Planning)

(Quarterly) Business Review

• What has worked (exceptionally) well so far?
• What did not?