Success Plans

Melissa Logothetis
Melissa Logothetis Member Posts: 23 Thought Leader
edited October 23 in CS Org Conversations

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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  • Jeff Breunsbach
    Jeff Breunsbach HLAdmin, Member Posts: 277 Gain Grow Retain Staff
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    edited May 2020

    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

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 249 Expert
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    edited May 2020

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

     

    image
  • Melissa Logothetis
    Melissa Logothetis Member Posts: 23 Thought Leader
    edited May 2020

    thanks

     

  • Jay Nathan
    Jay Nathan HLAdmin, Member Posts: 108 Gain Grow Retain Staff
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    edited May 2020

    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
    Melissa Logothetis Member Posts: 23 Thought Leader
    edited May 2020

    Thanks Jay.   I also have the Success Hacker version.

  • Brian Hartley
    Brian Hartley Member Posts: 185 Expert
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    edited May 2020

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

  • Marijn Verdult
    Marijn Verdult Member Posts: 33 Thought Leader
    10 Comments
    edited May 2020

    Stealing this :)

  • Brian Hartley
    Brian Hartley Member Posts: 185 Expert
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    edited May 2020

    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?
  • Ravi dharnikota
    Ravi dharnikota Member Posts: 1 Navigator
    edited July 2020

    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 
  • Jeff Breunsbach
    Jeff Breunsbach HLAdmin, Member Posts: 277 Gain Grow Retain Staff
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    edited July 2020

    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. 
  • Jeff Breunsbach
    Jeff Breunsbach HLAdmin, Member Posts: 277 Gain Grow Retain Staff
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    edited July 2020
    • 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

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