How to create SUCCESS PLANS that don't SUCK

Описание: #successplan #CSMpractice #customersuccess #accountmanager

Top of mind for most customer success managers is perfecting the art of creating a success plan for their customers to maximize value, increase adoption, and secure the renewal.

In this video, Sr CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL one.

During the process of creating one, DJ aligns with his customers to better understand their business problems as well as their desired outcomes.

The mutual success plan he creates captures all his discussions and mutual understandings with his customers, into a single unified view for all clients and internal stakeholders.

Here's what the discussion with about DJ's approach to mutual success plans included:

✔ The benefits of mutual success plans

✔ Introducing changes to the process of developing success plans

✔ Creating a customer journey success plan

✔ Three phases of onboarding

✔ Improving the success plan process

✔ Defining their initiatives for each phase in the journey

✔ The difference between MBR, QBR, and EBR for mutual success plans.

✔ How to report the progress of a Success Plan

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ADDITIONAL RESOURCES

To learn more about Success Plans:

📑 Blog: Why do you need Mutual Success Plans for Customer Success?
https://bit.ly/3wVLrV5

🛒 Book: Reimagine Customer Success: Designing Organizations Around Customer Value
https://amzn.to/3wCxKdh

📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
https://bit.ly/3wUFqI2

⏬ Download: Technology Stack for Customer Success Teams
https://www.csmpractice.com/customer-...

⏬ Download: Success Plan Template
https://www.csmpractice.com/free-succ...


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00:00 Intro
01:41 About DJ
04:02 Creating a Success plan
05:14 Optimizing the process
06:16 Journey Phases
07:58 2 process stages
08:52 Optimizing the process
10:57 Quantifying Success
12:14 QBR, EBR & MBR
15:29 Progress report
16:46 Renewal plans