Hi all!
We've been talking to dozens of success teams while working on
Arrows, and have seen a ton of different success plans at different companies. We've also talked to teams who aren't currently using a success plan, and they've asked us for some tips.
(sidenote: what is a success plan? a document shared with a customer to create consensus and mutual buy-in around your product)
So I thought I'd share the 5 key ingredients we've seen incorporated into the best success plans:
1. ? Goals
What are the high-level reasons the customer is using your product? Write these down because they're easy to forget, and the person who purchased may not be the one onboarding or using the product!
2. ? Outcomes
An outcome is how you tell whether a goal was achieved or not. What impact is your product expected to have? How do you and your customer measure success?
3. ???????? Key Players
Who does the customer email if they have a question? Who's responsible for driving the implementation on the customer's side? People need to know what they're responsible for, especially when there's a lot of folks involved!
4. ? Important Dates
How long will an onboarding take? How do you know if you're falling behind on an implementation? Dates! They don't have to be perfect, because dates will slip, but it's a lot easier to right the ship when everyone's on the same page.
5. ? Consensus
The most important piece of all-is your customer on board with this plan? Without consensus there's no mutual buy-in, and the success plan loses its ability to guide and support the customer relationship.
I go into more detail on each of the ingredients in the full blog post:
The 5 Key Ingredients of a Success PlanWould love to hear everyone's thoughts! Who else is using success plans with their customers? What are your must-haves when building a success plan? If you're not using a success plan, what's stopping you?
p.s. thanks to
@Anita Toth for reading an early draft of this post!