During which phase should the CSM validate business outcomes with customers?

Validating business outcomes with customers is a crucial step that occurs during the initial onboarding phase. This phase is characterized by establishing a strong foundation for the customer relationship and ensuring that the customer's goals and expectations are clearly understood from the outset. It is the moment when the Customer Success Manager collaborates closely with the client to define success criteria and anticipated outcomes that align with their business objectives.

Engaging customers early allows the CSM to set realistic expectations and provides an opportunity to tailor support and guidance according to the unique needs of the business. By validating the desired outcomes during onboarding, the CSM can create a roadmap for success, ensuring that both the customer and the organization are aligned on goals and metrics that will measure success throughout their partnership.

This proactive approach helps in identifying any potential gaps or adjustments needed early in the relationship, which can lead to improved customer satisfaction and a higher likelihood of achieving the desired results. As such, the emphasis on validating outcomes during this key phase underlines its significance in fostering a successful and supportive relationship between the CSM and the customer.