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/
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