Skip to content
Meeting Topics & Decision Log
Meeting Topics & Decision Log
Topics
Write Ups
More
Share
Explore
Write Ups

icon picker
Customer Success Plans

5/19/2020
LS
Lauren Struthers

Background

Why Customer Success Plans Matter

Customer Success Managers have a lot on their plates these days, and when we get caught up in the day-to-day of our jobs it's easy to confuse short-term wins with success. Unblocking a customer or diffusing an escalation feels great in the moment, but is that enough to renew your customers at the end of their contract?
We have business reviews so there are no surprises when it's time to renew, but what happens between those business reviews and how do you stay on track with the objectives you set out to achieve with your customers?
That's where mutual success plans come into play. Throughout my career in Customer Success, I've seen every iteration of mutual success plans, from spreadsheets to slides to pdfs—but all of these formats feel a bit stale. Even software designed for Customer Success has its drawbacks if you want to share your success plan externally. That's why I've built this collaborative doc which can be used to capture value with your customers in real-time.

Proposal

Implement the following
Customer Success Plan
⁠
framework to capture objectives and milestones with our customers.
Success Plan Framework
0
Objective
Milestones
Quarter
Owner(s)
% Complete
Outcomes
Objective A
Add new Milestones here...
Q2
JD
Joe DiMento
000
100
Capture business outcomes in real-time!
​
Q4
JD
Joe DiMento
000
20
​
Objective B
​
Q1
LS
Lauren Struthers
JS
John Scrugham
000
80
​
Objective C
​
Q3
LS
Lauren Struthers
000
0
​
​
Q4
JS
John Scrugham
LS
Lauren Struthers
000
50
​
⁠
Objectives
0
⁠

Discussion

⁠
Add Your Sentiment
⁠
⁠
⁠
⁠
Check to show everyone's sentiment (
2
⁠
submitted with average sentiment of
4.5
⁠
)
Sentiment
Reflection
Submitted by
1
​
BL
Ben Lee
2
​
DO
Dave Ojuka
There are no rows in this table
⁠
Add a Discussion Topic
0
Done
Idea
Author
Vote
Upvotes
Upvoters
There are no rows in this table
⁠

Background
Why Customer Success Plans Matter
Proposal
Success Plan Framework
Objectives
Discussion
Add a Discussion Topic
Want to print your doc?
This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (
CtrlP
) instead.