What proactive measure can CSMs take to address potential adoption barriers?

Conducting regular check-ins with customers is a proactive measure that Customer Success Managers (CSMs) can take to identify and address potential adoption barriers. These check-ins create opportunities for CSMs to engage with customers, gather feedback, and assess their current usage patterns and challenges. By maintaining an open line of communication, CSMs can uncover issues before they escalate into major obstacles, and they can provide timely guidance or resources to support the customer's adoption journey.

Additionally, these regular interactions help build strong relationships and trust, enabling CSMs to tailor their strategies and interventions based on the specific needs and sentiments of the customer. This proactive engagement fosters an environment where customers feel supported and valued, leading to higher satisfaction and increased likelihood of adopting and utilizing the solutions effectively.

In contrast, delaying the implementation of new features or avoiding contact until complaints arise can lead to stagnation in the customer relationship and missed opportunities to enhance user experience and satisfaction. Focusing solely on the technical aspects without considering users' needs and experiences may neglect the behavioral and organizational factors that influence adoption, thereby failing to address the root causes of potential barriers.