#successplan #CSMpractice #customersuccess #accountmanager
Top of mind for most customer success managers is perfecting the art of creating a success plan for their customers to maximize value, increase adoption, and secure the renewal.
In this video, Sr CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL one.
During the process of creating one, DJ aligns with his customers to better understand their business problems as well as their desired outcomes.
The mutual success plan he creates captures all his discussions and mutual understandings with his customers, into a single unified view for all clients and internal stakeholders.
Here's what the discussion with about DJ's approach to mutual success plans included:
โ The benefits of mutual success plans
โ Introducing changes to the process of developing success plans
โ Creating a customer journey success plan
โ Three phases of onboarding
โ Improving the success plan process
โ Defining their initiatives for each phase in the journey
โ The difference between MBR, QBR, and EBR for mutual success plans.
โ How to report the progress of a Success Plan
๐ Like, share, and subscribe for expert insights!
๐๐ป Whenever youโre ready...If you're an ๐ฆ๐น๐ฑ๐ฆ๐ณ๐ช๐ฆ๐ฏ๐ค๐ฆ๐ฅ ๐ฆ๐น๐ฆ๐ค๐ถ๐ต๐ช๐ท๐ฆ ๐ฃ๐ถ๐ช๐ญ๐ฅ๐ช๐ฏ๐จ ๐ข ๐๐๐ ๐ฑ๐ณ๐ข๐ค๐ต๐ช๐ค๐ฆ ๐ง๐ฐ๐ณ ๐ต๐ฉ๐ฆ ๐ง๐ช๐ณ๐ด๐ต ๐ต๐ช๐ฎ๐ฆ, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:
1๏ธโฃ ๐๐ฉ๐๐๐ก ๐๐ฎ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐๐ช๐๐๐๐จ๐จ ๐๐๐ ๐พ๐๐๐๐ฉ๐จ๐๐๐๐ฉ
Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needleโso you can scale smarter and accelerate revenue growth.
Click here to download the workbook:
2๏ธโฃ ๐
๐ค๐๐ฃ 11,000+ ๐ฝ2๐ฝ ๐๐ญ๐๐๐ช๐ฉ๐๐ซ๐๐จ ๐๐ฃ๐ ๐๐๐๐๐๐ง๐จ
Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโt navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.
Click here to join:
3๏ธโฃ ๐ฝ๐ช๐๐ก๐๐๐ฃ๐ ๐ค๐ง ๐๐๐๐๐๐ฃ๐ ๐ ๐พ๐๐ ๐๐๐๐ข ๐๐ค๐ง ๐ฉ๐๐ ๐๐๐ง๐จ๐ฉ ๐๐๐ข๐?
Building and running a customer success practice for the first time doesnโt have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS teamโwithout the guesswork and costly missteps of figuring it out alone.
Click here to learn more:
โพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธ
ADDITIONAL RESOURCES
To learn more about Success Plans:
๐ Blog: Why do you need Mutual Success Plans for Customer Success?
๐ Book: Reimagine Customer Success: Designing Organizations Around Customer Value
๐ Blog: How to Develop an Effective 90-Day Customer Success Plan
โฌ Download: Technology Stack for Customer Success Teams
โฌ Download: Success Plan Template
โพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธ
00:00 Intro
01:41 About DJ
04:02 Creating a Success plan
05:14 Optimizing the process
06:16 Journey Phases
07:58 2 process stages
08:52 Optimizing the process
10:57 Quantifying Success
12:14 QBR, EBR & MBR
15:29 Progress report
16:46 Renewal plans