To gain a customer's commitment to add use cases in 2026, a Customer Success Manager should initiate the following two actions:
C. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
D. Conduct a discovery session to uncover their additional pain points.
Explanation
To drive expansion in 2026, the focus must shift from what the product can do to what the customer needs to solve.
Discovery (D): This is the foundational step. By uncovering new pain points, the CSM identifies the "why" behind a potential new use case. Without understanding the customer's current challenges, any suggestion of additional use cases will be perceived as a sales pitch rather than a strategic solution.
Target Outcomes (C): Once challenges are identified, the CSM must map a new use case directly to a measurable business outcome. Demonstrating how a new feature or application of the tool specifically solves a known hurdle provides the business justification needed for the customer to commit.
Why other options are incorrect:
A. Offering discounts: While this may lower the barrier to entry, it does not build a value-based commitment. It focuses on price rather than the business utility of the new use case.
B. Presenting case studies: While helpful for social proof, case studies show what others achieved. To gain commitment for a specific customer, the CSM must focus on that customer's unique data and challenges (as seen in options C and D).
E. Training on current use case: This drives adoption of what they already have, but it does not proactively create interest or commitment for expansion into new use cases.
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