What is the primary objective of the initial onboarding meeting between a CSM and a customer?

The primary objective of the initial onboarding meeting between a Customer Success Manager (CSM) and a customer is to confirm the customer's desired business outcomes. This meeting is crucial because it establishes a clear understanding of what the customer hopes to achieve with the product or service. By identifying these outcomes early on, the CSM can tailor their approach and support to align with the customer's goals, fostering a partnership that drives mutual success.

During this meeting, the CSM engages in discussions that help to gauge the customer's key performance indicators, challenges, and expectations. This information is invaluable, as it allows the CSM to prioritize actions and resources effectively to ensure that the customer realizes value from the solution provided. Clarifying desired outcomes also sets the stage for measuring success and helps the CSM to provide more targeted support throughout the customer journey.

The other options focus on specific actions or deliverables that, while important, do not encapsulate the overarching goal of understanding and confirming customer aspirations, which is foundational for a successful engagement. Developing a marketing strategy, setting product usage guidelines, and training staff are all integral parts of customer success, but these tasks stem from having a solid understanding of the outcomes that the customer aims to achieve.