Hello! I am privileged to be one of the founding members of the CS organization and am in the process of building out our organization's operational plan. Part of this plan is introducing the idea of Success Plans to the organization.
Introducing Success Plans to new customers is a pretty straightforward concept and I think we are on the right path to success.
My CS team will also be taking on a large portion of existing customers that have had some form of account management but have not ever leveraged any type of Success Planning. My question to the group is how do your success plans change from a new customer to an existing customer that may have never had one? Are you using the same documents or do you have different plans based on the lifecycle? Does anyone have any experience introducing Success Plans to long-time existing customers and have any best practices you would be willing to share? How did they receive it?