PHASE 2: CUSTOMER SUCCESS OPERATING PLAN

Define the mission, objectives, and KPIs for the Customer Success department.

 

Provides guidance on how to allocate people, money, and time into the Customer Success organization. Drives guidance on how to execute a Customer Success program based on emerging best practices. Maintains alignment and prevents role corruption. Lays the foundation for all Customer Success initiatives.

Rapid Diagnostic

1. You have a documented Customer Success Operating Plan that outlines how to retain and grow accounts.

2. You refresh your Customer Success Operating Plan on a quarterly basis.

3. The key interlocks between functions (i.e. Sales, Marketing, Customer Care) are documented, followed, and maintained on a monthly, quarterly, or annual basis.

4. Your Product team enables the Customer Success team with accurate product information and support resources.

5. Your Marketing team enables the Customer Success team with accurate marketing & positioning information and support resources.

6. Your Sales team enables the Customer Success team with accurate sales support information and support resources.

7. Your Operations team enables the Customer Success team with operations information and support resources.

8. The most critical risks standing in the way of a superior Customer Success program are understood and documented.

9. Risk mitigation plans have been documented and are followed as needed by your Customer Success team.

10. A cross-functional Customer Success project plan has been developed and published with tasks, owners, due dates, durations, and dependencies.

Deliverables

• Customer Success Operating Plan

• Functional Interlock Mapping

• Risk Mitigation Plan

• Customer Success Project Plan

INDUSTRY
STRATEGY AREA
CONTENT TYPE
HR Tech Stack Assessment Tool
May 17 2019
HR Tech Stack Assessment Tool
VIEW
Pipeline Inspection Checklist
May 17 2019
Pipeline Inspection Checklist
VIEW
Account Management Process Tool
May 16 2019
Account Management Process Tool
VIEW
previous
1 of 122
right
Loading...
Customer Experience Strategy
Executing a World-Class Customer Experience
In a previous article, SBI explained the importance of CMOs taking ownership of the Customer Life Cycle. If you already agree with its importance, your next two questions are likely:   “What does great look like?” “How do I deliver it?”   While there are...
Read More
Customer Experience Strategy
Understanding Your Customer’s Story with Listening Paths
Messaging Pipelines   When I was younger, I would often play “The Telephone Game” with my friends. You whisper a phrase to one person, who whispers it to another, and so on until the last person in the line repeats the message...
Read More
Sales Strategy
How a CEO Inspires Cultural Change
Today Nestor Benavides, CEO of EMG, joins us to discuss how a CEO can establish new forms of communication that not only drive the culture but deliver continuous improvement. Nestor reviews how he shapes a culture that empowers his team...
Read More
Customer Experience Strategy
Hidden Obstacles Can Sink Your Best Customer Experience Efforts
You have a variety of channels to meet customers along their journey. You know they are reading your emails. They are actively downloading information and filling out forms. They even had conversations with your representatives and are “very satisfied” with...
Read More

Stay up to date with our latest insights, benchmarks, strategies & more

CREATE AN ACCOUNT

Join our team of passionate professionals and find your full potential

ALL OPEN POSITIONS