Which of the following is NOT one of the 5 Hallmarks of Customer Success?

The correct choice reflects an important aspect of customer success management, which emphasizes flexibility and responsiveness to customer needs rather than rigid adherence to policies. Implementing strict policies can hinder the ability to adapt to individual customer situations and may not effectively address the nuances of customer relationships. In customer success, the goal is to foster positive, collaborative relationships with customers, which is better achieved through understanding and accommodating their unique circumstances rather than enforcing rigid policies.

The other options highlight essential practices in the field of customer success. Learning from churn is vital for understanding why customers leave and using those insights to improve retention strategies. Creating organizational alignment ensures that different segments of a company work together effectively to meet customer needs, enhancing operational efficiency and customer satisfaction. Focusing on customer engagement is crucial as it involves actively interacting with customers, understanding their needs, and nurturing the relationship to achieve better outcomes for both the customer and the organization.