Evolution of Account Strategy through Customer Journey

Javed Maqsood

How do you evolve your account strategy throughout the customer journey? One template, with placeholder for metrics and strategies as the customer iterates through onboarding, ramp-up, maturity, adoption, expansion - whatever your journey steps are?

Or do you prefer separate account strategy templates as the customer goes through different phases?

Javed Maqsood

Heather Wendt

@Jeff Heckler @Jeffrey Kushmerek @Julie Fox @Mike Zahller @Amanda Watson @Ed Powers any thoughts on evolving account strategies throughout the customer journey?

[Deleted User]

An account plan is an internal tool, usually used by an enterprise account team to map stakeholders and to document approaches to growing a customer account. 

On the other plan a success plan is a customer facing tool that allows us to identify discrete goals the customer has and the initiatives we will work on together to bro g those goals to fruition. 

A success plan is somewhat generic so that it can be tailored to any stage of the customer experience. I like to think about these in terms of annual goals and monthly or quarterly initiatives  that drive attainment of those goals. 

Here’s a template that may be helpful as you think through this:

 https://docs.google.com/document/d/1V8vjRR52OJ7BVtJl2nLHWf8ZJ2_S5t-DX-ff3C2UJsc/edit