Session 8 | Success Plans at mature-stage B2B SaaS
Options
Jeff Breunsbach
Member Posts: 266 Gain Grow Retain Staff
Biggest questions on the mind of the group (I sourced this list at the beginning of the call so we knew where to focus and then we addressed each one):
- Who should get a success plan?
- Should a success plan always be built in conjunction with the customer?
- How do you use a success plan when a customer becomes at-risk?
- How do you operationalize a success plan?
- How do you handle success plans for different segments?
- Success planning is easier for new clients, how do you roll it out for existing clients?
Key Takeaways:
- Even the biggest organizations don't have success planning perfectly nailed - seems to be a moving target
- Using a RACI chart can be incredibly helpful for clarifying who is responsible for what when it comes to executing against the success plan
- The dominant technology used for success plans by this group was either a document or a spreadsheet - there is not a widely adopted technology
- The enablement of the team becomes important as they need to understand 'why' the success plan is designed - helps them have better conversations. Don't skip this step, include them in the process!
- For current clients, make it a priority for the CSM to design a new success plan - create an email that they can leverage to introduce this concept on their next strategic call
- When scaling down to smaller segments, consider some of the following:
- How are we collecting the information?
- Do we update this frequently? Or does this become annual?
- Do we adjust the content of the Success Plan for different segments?
Shoutout to @Kevin Mitchell Leonor for pitching in first on the discussion!
https://customerimperative.com/success-plans-at-mature-stage-b2b-saas/
Tagged:
0
Comments
-
Thanks for holding these weekly. Fastest I have learned is through CSLOH and I am learning even more here in this group.
0
Categories
- All Categories
- 179 GGR Information
- 154 GGR Cafe
- 19 Welcome to the Community
- 6 Badge and Rank Program
- 186 Specialized Groups
- 17 Future Customer Success Professionals
- 769 CS Conversations
- 188 CS Conversations
- 32 CS Operations Conversations
- 270 CS Org Conversations
- 29 Industry Insights
- 192 Strategy & Planning
- 58 Customer Journey
- 714 Technology and Metrics
- 276 Digital CS (Engagement Programs)
- 201 CS Technology
- 237 Metrics & Analytics
- 17 Value Realization