Session 8 | Success Plans at mature-stage B2B SaaS

[Deleted User]

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/

Kevin Mitchell Leonor

Thanks for holding these weekly. Fastest I have learned is through CSLOH and I am learning even more here in this group.