What is the first action a Customer Success Manager (CSM) should take when determining the reason behind a customer's solution purchase?

When determining the reason behind a customer's solution purchase, collaborating with the sales team is crucial because they have firsthand insights into the customer's buying process and motivations. The sales team often has established relationships and can provide context regarding the customer's specific needs and challenges that led them to make the purchase decision.

By working closely with the sales team, a Customer Success Manager (CSM) can gather valuable information about how the solution is perceived by the customer and what specific problems they are looking to solve. This collaborative approach not only helps to understand the rationale behind the purchase but also fosters a continuous feedback loop between sales and customer success, allowing for alignment in addressing customer needs and enhancing their experience.

In contrast, while documenting customer feedback or reviewing previous successes can be beneficial, these actions typically come after establishing a foundational understanding of the purchase decision. Conducting a market analysis, while informative for broader trends, does not directly address the specific reasons for a single customer's purchase. Thus, collaborating with the sales team is the most effective initial action in this context.