Success Plans and Their Mysteries
In the CS world, there is a 'living' document called the Success Plan, that we create with and for our customers, containing KPIs, metrics, and trackability methods to measure the progress, the improvement, the RoI, the value realization sometime after the customer purchased our products or services.
Everybody pushes the Success Plans all the way up, saying that both parties will benefit from showcasing the results. But here's the tricky part: sometimes, Success Plans can damage the relationship if the approach is not appropriate to the context.
Here are some reasons why I disagree with SPs being forced on CSMs or/and customers:
1. When there are operational issues ongoing - bugs, glitches - preventing the customer from performing their daily operations without blockers.
Do not: force the focus to switch to the strategic approach and push a Success Plan conversation - if will only frustrate the customer.
Do: get involved as much as possible in hurrying the solving of the operational issues, so that you can clear the path for the SP conversation.
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2. When the SP discussion is more of a CSM monologue. Building a SP is a two-way street: the customer and the CSM should work together on establishing the most relevant KPIs and action items for the customer to achieve their goals.
Do: make clear to the customer that they need to help you help them achieve their desired business outcomes, by providing insights, inputs on the topic.
3. When the desired KPIs are unrealistic or do not match customers' needs. Sometimes we tend to get too excited about the possible results of a specific partnership or investment, especially if the overall vibe is constructive and positive.
Do: keep your standards achievable. You can dream big, don't get me wrong, but do it step by step.
A Success Plan is made for tailoring. It needs constant revision, adjustment, and improvement. Since customers' needs can change over time, CSMs have to keep up and update the metrics accordingly.
Don't push Success Plans for the sake of targets or Customer Success Stories. Be mindful of the context, the timing, and the win-win mindset. Make sure it's worth it.
I help CS professionals get structured, build confidence, and become an asset.
1 年Definitely agree. Over time, I've learned that flexibility is the real key to success. Avoid cookie cutter activities to just check a box. Focus on the specific needs (or lack of needs) of the customer based on where they are in the journey.
Customer Success
1 年Taking the words right out of my mouth for a post I have schedule for later this week ??. I 100% agree, success plans are not always a good idea. Plus, I find it hard to find the right format for it so that it's truly a living document that invites collaboration. Keeping a firm eye on their goals is always a good idea, forcing a collaboration on a success plan less so.