CSM Practice - The Customer Success Podcast
Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
CSM Practice - The Customer Success Podcast
Defining an Effective Success Plan Strategy for CSMs
In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently.
Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights:
- A Success Plan, similar to a project plan, outlines essential steps and strategies for achieving customer outcomes.
- Even in a pooled CSM model, a lighter version of the traditional Success Plan can be utilized effectively.
- Defining key initiatives and measurable success indicators is crucial for specific use cases.
- CSMs gain valuable feedback from customers by reviewing proposed success plans.
- Regular reevaluation of the success plan strategic framework is necessary.
- Leading and lagging indicators are instrumental in assessing the success plan's effectiveness.
- Success plans empower CSMs to reach their goals and deliver valuable customer services.
- CS team leaders must communicate goals, strategies, and deadlines strategically to evaluate the efficacy of the success plan process.
Join us as we delve into the world of customer success management and learn from Anika Zubair's expertise on developing effective success plans. Discover how these plans can optimize customer satisfaction and drive business growth.
๐ฅ Dive into the full video here: https://youtu.be/4jZgcAFP9HE
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Additional Resources:
๐ฅ Video: SUCCESS PLANS, Tips, and Best Practices for CS
https://bit.ly/3z20P3a
๐ฅ Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLAN
https://bit.ly/3PseN3w
๐ฅ Video: How to create SUCCESS PLANS that don't SUCK
https://bit.ly/3xe7FAf
๐ Blog: How to Develop an Effective 90-Day Customer Success Plan
https://bit.ly/3wUFqI2
๐ Blog: Designing a Profitable Customer Success Framework
https://bit.ly/3yke4uA
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