Success Plans

I am working on a presentation and need example success plans. I know there are various styles and information included and would love to see how other people set them up.

Thanks.

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[Deleted User]

Even though each account is different, there should be a standard set of criteria within the success plan. Example: https://docs.google.com/document/d/1V8vjRR52OJ7BVtJl2nLHWf8ZJ2_S5t-DX-ff3C2UJsc/edit
The type of account in your segmentation should feed into how often this gets updated - top tier account this should be updated quarterly with help from the client
Don't have 2 versions - keep it as 1 and keep it professional. Internal plans are different than a Joint Success Plan

[Deleted User]

Hey @Brian Hartley , circling back on this.

We tell our clients to start with Tier 1 accounts and start to see what is feasible as you scale down.
Ideally this would be started upon the deal closing and updated quarterly for Tier 1 customers, but as you scale that frequency may go down.
In Top Tier accounts you may deliver this success plan 1v1 (in-person, Zoom, etc.) but as you scale this down it may be a digital touchpoint where you send a Success Plan that is already filled out and ask for any feedback from the customer
- Also have seen companies who try to deploy mini-surveys to capture the information that can be used in a success plan.

Ravi dharnikota

Issues with success plans I am facing are-

Standardization of these plans across accounts, since each account is different
Maintenance of these plans - how often are they updated
There will be two versions always- Separation of internal plans vs a mutual customer facing plan

Brian Hartley

Couple of questions for the group:

How many of your customers receive success plans?
- For context, I have three consultants who split 350 customers.
How often are you sharing your success plans? Quarterly?

Marijn Verdult

Stealing this

Brian Hartley

Hey @Kevin Mitchell Leonor do you use this template for all of your customers? How many does that equal?

Melissa Logothetis

Thanks Jay. I also have the Success Hacker version.

[Deleted User]

Hey @Melissa Logothetis heres the template we use: https://docs.google.com/document/d/1V8vjRR52OJ7BVtJl2nLHWf8ZJ2_S5t-DX-ff3C2UJsc/edit

it follows the model of OKRs - objectives and key results. KRs being the measurable smart goals that allow us to determine if we’ve met the objective.

success hacker also has a version of this they call the Success Plan Canvas.

Melissa Logothetis

thanks

Kevin Mitchell Leonor

here is a screenshot of the email template i use to present the success plan for review.

[Deleted User]

Hey @Melissa Logothetis - Not necessarily an example right now but here's a thread with a few points going around this topic: https://community.customerimperative.com/post/5eb151b87f010f13fe503cfa