CAPM Practice: Determine how to follow and execute planned strategies or frameworks

Benefits are realized through the use and adoption of project deliverables. If operations staff were not properly trained or supported in using the deliverables, they cannot effectively leverage them to achieve intended benefits. Proper transition and organizational change management are critical for benefits realization.

**Why not A:** Customer satisfaction is a measurable benefit that can be tracked through surveys, net promoter scores, and other metrics. It is a valid benefit to include in a benefits realization plan and should not have been excluded.

**Why not B:** While the project manager's direct responsibility may diminish after closure, benefits realization is an organizational responsibility that should be planned for during the project. The fact that benefits were not realized points to a transition failure, not an accountability gap.

**Why not C:** There is no indication in the scenario that the project ran over budget or that benefits tracking was canceled. The most common reason for unrealized benefits is poor transition of deliverables to operations, not budget overruns.