Success Plans

• 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

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. 

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 

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?

Stealing this

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

Thanks Jay.   I also have the Success Hacker version.

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. 

thanks

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

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