Having a clear Customer Success Plan written down can go a long way to ensure a profitable company growth! A customer success plan is a way to map out your strategies for achieving mutual success with your customers. It is also a way to show your boss *why* they should invest time and money in customer success. Here are some ways to make your customer success great:
SMART is an acronym for setting goals which are:
Having SMART goals is the base for any successful plan. It is also important not to forget the last point and to set deadlines for your goals, be it monthly, quarterly or yearly. Thus, you can see what is working and what not. It will also give you specific data, so that you can judge other important metrics such as Return on Investment (ROI) or churn rate.
Read our previous article to find out more about the Most Important Metrics in the Customer Success Industry.
Make your Customer Success Plan clear to every stakeholder. This includes not only your customers, but your employees as well! Having a customer success focused mindset in your company can achieve much more than having a customer success plan. Be open about and communicate what you are trying to achieve and how. This will be appreciated by both your employees and customers.
It is vital to learn from your customer success plan! It is normal to make mistakes or to over/underestimate the importance of certain goals or how long it will take to fulfil them. Takes those mistakes and learn from them, so that you can perfect your next customer success plan!
4. Being dynamic
Finally, setting a customer success plan does not mean that it has to be set in stone! Be dynamic and change what is not working before it is too late. We live in a dynamic world, so don’t be afraid to adjust your plan. After all, as Darwin said:
“It Is Not the Strongest of the Species that Survives But the Most Adaptable”.