Reuse best practices across customers, team members, products, segments, and more.
Never Let Another Customer Slip Through The Cracks
You Need A Success Plan: Happy Customers Don’t Grow on Trees
The Plan is the Relationship
All stakeholders on both your team and your customer should be involved in the success plan. If the exec sponsors are going to be meeting on a certain frequency, that should be included. If a customer needs to deliver XYZ in order for the implementation should be completed, that should be in the success plan.
The plan is the relationship. As new stakeholders move in and out on either your team or on your customers' team, they should be able to look at the plan and understand exactly where things are and where things are going.
Build Your Success Plan as Early as Possible
Some teams start creating the success plan pre-sale, when everybody is filled with optimism and they're aligned on what it is they're trying to accomplish. Sometimes this clarity gets convoluted as the relationship drags on and problems arise.
Some companies like to start developing the success plan prior to the sale, in the pre-sale process. This often makes sense because the sale is just one of many steps in entire relationship. Other companies have pretty rigid structures between their sales team and post-sales team, and therefore are not able to actually create a success plan until after the sale has been initially made.
Best practices are to create the success plan as early as possible, because that enables you to capture everything known to that point and also get aligned out a plan for the remainder of the relationship.
Without Milestones, The Relationship Will Fail
Once you understand the goals of what the customer is trying to accomplish by working with you, the next step is to set up the appropriate milestones. These Milestones may be assigned to either you or the customer, but the point is that everybody should understand the firm steps that need to happen from now until the time when the customer derives full value from your product.
As the vendor, you are very well positioned to help the customer with various milestones and challenges that they will face while adopting your products. Articulating the common milestones and helping the customer with them helps you demonstrate your expertise and prove yourself as a valuable partner.
When there's no accountability on your side or on the customer side, that's when trouble arises. With no accountability, almost any project is doomed to failure from the beginning.
Ensure Both Parties Do What They Say They’ll Do
With your own team, it's relatively easy to make sure that you understand what people are doing and encourage them to follow through. You can Implement processes within your team to make sure that things are going the way that you want them to go.
But the problem arises when you try to do the same thing with customers. You don't have control of customers, you're not able to dictate processes that they need to follow. Therefore, it's important for both you and your customers to understand what the ultimate goals are, and then secondly what needs to happen in order for us to get there.
Once the plan is outlined, it's important that everybody follows through on what they say they're going to do. This goes for your team, and it also goes for your customers' team. If your customer does not follow through with what they say they're going to do, it can often jeopardize the success of the project. It can jeopardize the goals that the customer has set out for themselves and the entire relationship.
Schedule a Demo and Get a Plan
This is where a tool like Coordinate comes into play. Coordinate can help you develop a success plan with your customer that both you and your customer mutually agree to. It can help you align with customers on their goals, and remind them why they're working with you and what they are trying to accomplish for their business.
Once you know their goals, Coordinate can help you set up a series of milestones and plans that will ensure that the customer will get there. Coordinate help you hold the customers accountable to follow through with what they say they're going to do.
If you'd like to get a sense of how coordinate can help, we'd love to walk you through it in a demo.
Your product alone is not enough for the customer to be successful. In order to really provide transformational change to your customer, they need to actually implement, on-board, train, use, and ultimately derive value from your product.
You and your company are only a piece of the puzzle. So therefore you need to work closely with your customer to make sure that they do everything they need to do, you do everything you need to do, and that your product actually meets what it is that they need.
This is where Coordinate's success plans come into play. If you're interested in learning more, you can setup a demo here.
Coordinate Ensures Customer Success For Your High‑Value Relationships.
Success Plans provide alignment and accountability
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