What is a crucial question to ask when trying to understand a customer who is disengaged?

Asking whether you are chasing the right person is crucial when dealing with a disengaged customer because it directly addresses the likelihood of effective communication and relationship management. If you are engaging with someone who lacks decision-making authority or is not the primary user of your product, your efforts may not lead to constructive outcomes. Understanding the correct point of contact can help ensure that conversations are more relevant and that the right concerns are addressed.

This question highlights the importance of understanding the organizational structure of your customer's company and who truly influences or makes decisions regarding the use of your product or service. By identifying the appropriate stakeholder, you can tailor your approach to meet their needs more effectively, potentially re-engaging the customer and steering them back on a successful path with your offerings.