Build Success Plans With Solid Trails of Evidence
How to build success plans with solid trails of evidence? – the answer to this question starts with Anecdotal Evidence: customer stories and positive anecdotes that can help identify which processes are functioning well. Then, find the data to support your claims via Empirical Evidence, and use that to garner the Political Evidence for your success plans. Once you have everyone’s buy-ins, you can move forward with taking your success plans live.
Your Customer Success plan gives clear statements on what value your product will deliver to your customers and how it is done throughout the customer lifecycle. Customers may have many expectations that need to be met at different stages of the life cycle. Customer Success plans take into consideration all these expectations and make sure the tasks are delivered on time or even before time. This plan becomes a Customer Success Manager’s primary tool for aligning resources at the right time, for the right task. A CSM not only plays a very important role in Customer Success but also in the company’s success. So, the crucial requirement is to hire a CSM who has most of the customer success skills.
Customer Success operations need to be broken down into smaller tasks with deadlines that your team will implement to reach specified goals. Example, starting with an onboarding plan with clear objective – to get the customer proficient with the product, functioning independently, and achieving first value in as little time as possible. Plan templates make it easier to carry out specific tasks, and a library of them can put the best practices into action and deliver numerous operational benefits. Building a new plan from scratch is time consuming and demands efforts. On the other hand, a customer success plan template speeds up the process and offers enough flexibility to create plans for individual CSM customer. Templates help maintain consistency in the structure of plans which is essential for communication and reporting. They also ensure the highest quality is built into all Customer Success plans.
A template-based Customer Success plan catalyzes creative thinking on the bigger picture for all the stakeholders CSM management. Sharing the plan and progress metrics with the team helps build stronger communication among the members while giving them a clear picture of the value added. Finally, templates assist managers and the team in examining what has been worked on and what got left out.