Most Customer Success Managers focus on perfecting the art of creating a success plan in order to maximize value for their customers, increase adoption, and ensure the renewal.
In this podcast episode, Senior CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL undertaking.
During the creation of a success plan, DJ aligns himself with his customers to better understand their business problems as well as their desired outcomes.
As a result, his mutual success plan captures all the conversations he has with customers, creating a single unified view for all clients and internal stakeholders.
Here are some of the topics included in this session with DJ:
✔ The benefits of mutual success plans
✔ Introducing changes to the process of developing success plans
✔ Creating a customer journey success plan
✔ Three phases of onboarding
✔ Improving the success plan process
✔ Defining your customer’s initiatives for each phase in the journey
✔ The difference between MBR, QBR, and EBR for mutual success plans.
✔ How to report the progress of a Success Plan
Listen to the full episode now!
📑 Blog: Why do you need Mutual Success Plans for Customer Success?
📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS
🎥 Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLAN
⏬ Download: Technology Stack for Customer Success Teams
🛒 Book: Reimagine Customer Success: Designing Organizations Around Customer Value
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