Inevitably your CSMs and others working on your team will have different personalities. Having a plan for your CSMs is like giving them a map before a road trip rather than driving without direction.
Given that plans help standardize actions, the customer responses should be more predictable than with a customer success plan entirely of the CSM's making. Having prebuilt customer success plans for specific, everyday things within the customer journey makes things more straightforward for your CSMs. A good customer success plan should do the following: Why should you create a customer success plan?Ĭustomer success plans are helpful for your customers and your team members in that they ensure that specific, essential objectives get met. Learn the key differences between customer success and customer experience, and discover why both roles are vital for delighting customers. If you aren't quite there yet, a documented checklist will do just fine (more on this later). Using a CRM, you may have your customer success plans built out to assign tasks to your CSMs automatically. That means that the value and impact of the plan can be easily trackable and that you can change the plan if you aren't hitting your goals. When you create a customer success plan, you usually do so with a customer success metric. Having a customer success plan in place can also ensure that every customer gets the outcome you intend from your actions. It serves as a guide for CSMs to ensure that every necessary action gets accomplished and every customer receives the same fantastic experience.
CUSTOMER SUCCESS STORY TEMPLATE HOW TO
We've gathered some customer success plan templates that you can use to get started with a more defined customer success experience, along with tons of information about what customer success plans are, why they are valuable, and how to create them.Ī customer success plan is an actionable list of items that lays out what customer success looks like and what a customer or customer success manager (CSM) can do to get to it. When you document customer success managers' actions, it makes it easier to guarantee that every customer has the same excellent experience. Creating reproducible plans can be a great way to ensure the success of both your team and your customers.
Unlike customer support, there are often identical moving pieces in each customer's life cycle that make it easy to predict what kind of success interactions your customers will need. Customer success is an incredibly impactful function when it comes to the longevity and happiness of your customers.
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