What two pieces of information should a CSM gather before discussing the adoption journey ahead of a customer's renewal?

To effectively discuss the adoption journey ahead of a customer's renewal, gathering questions for customer validation and maintaining a detailed contract inventory is crucial. This approach allows the Customer Success Manager (CSM) to gain insight into the customer's specific needs and expectations, as well as their past interactions with the product or service.

Questions for customer validation facilitate a deeper understanding of the customer's current pain points, successes, and overall satisfaction. This information is fundamental for the CSM to tailor the adoption strategy to ensure that it aligns with the customer's goals and enhances their overall experience. Engaging customers with targeted questions can reveal insights about their journey, guiding the CSM in supporting them more effectively moving forward.

A detailed contract inventory is also vital because it contains information on the terms of service, features included, and the overall agreement framework. Understanding what the customer currently has in terms of services allows the CSM to identify potential upsell or cross-sell opportunities, ensuring that the customer is maximizing the value of what they are paying for. It also informs discussions around renewal, as the CSM can draw on specific aspects of the contract to advocate for solutions that align with the customer's evolving needs.

In summary, this combination equips the CSM to provide a personalized and informed dialogue, aligning the