"By studying your successful customers, you can come up with a pathway that's 80% right and say, 'Listen, here are the four things we help you do, which of these resonate with you? Item three, great. Here's the perfect pathway to get you there.' You should have a strong opinion on the best pathway to success, and then you're just confirming it and matching it with the customer."
Why it matters
Blank-slate discovery is the slowest, lowest-quality way to onboard. A master pathway means your CSM doesn't have to be a senior strategist on every call - they execute a prescribed route that your most successful customers have already validated.