A Customer Success Manager is preparing for an initial engagement with a new enterprise customer. Which action should be prioritized first?

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Multiple choice — select the best answer

ACreate a detailed technical implementation plan
BSchedule regular check-in meetings for the next six months
CPrepare a comprehensive product training schedule
DIdentify the customer's business goals and desired outcomes

✓ Correct answer: D. Identify the customer's business goals and desired outcomes Understanding the customer's goals and desired business outcomes is the critical first step in the engagement process, as it allows the CSM to align all future activities toward achieving these specific objectives.

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