A customer's usage data shows declining engagement with key features. What should be the CSM's first action?

A customer's usage data shows declining

Multiple choice — select the best answer

ASchedule a meeting with key users to understand the reasons for declining usage
BImmediately send additional training materials
CReport the decline to sales for potential downsell
DAssume the features aren't valuable and suggest alternatives

✓ Correct answer: A. Schedule a meeting with key users to understand the reasons for declining usage Before taking any corrective action, the CSM should investigate the root cause by engaging directly with the customer. This approach enables targeted solutions rather than assumptions about the decline.

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