Customer Success Plan Template
The main job of customer success teams is to increase customer retention and decrease the company’s churn rate. The customer success plan template will help your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.
- Focus your customer success efforts on illuminating how your product exceeds your customers’ expectations and how you can help them see and realize that value.
- Facilitate product adoption, prevent your customers from churning and create customer and product advocates.
- Align expectations and goals across your company to map out your expansion strategy.
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The main job of customer success teams is to increase customer retention and decrease the company’s churn rate. The customer success plan template will help your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.
- Focus your customer success efforts on illuminating how your product exceeds your customers’ expectations and how you can help them see and realize that value.
- Facilitate product adoption, prevent your customers from churning and create customer and product advocates.
- Align expectations and goals across your company to map out your expansion strategy.
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How to create a customer success plan with Xtensio
- Click and start editing, no account or credit card required.
Follow along with the instructional customer success plan details. Add charts, graphs, images, and videos to customize the success plan template and make it your own. Drag & drop. Resize. It’s the easiest editor ever.
- Customize everything in the customer success plan template to match your brand.
Define your style guide. Add your (or your client’s) brand fonts and colors. You can even pull colors directly from a website to easily brand your customer success plan and more.
- Work on your customer success plan together on the cloud.
Add colleagues (or clients) to collaborate on the free customer success plan template. Changes automatically save and sync across all devices, in real-time.
- Share a link. Present a slideshow. Embed. Download a PDF/PNG.
The customer success plan template seamlessly adapts to your workflow. No more jumping from tool-to-tool to design different types of deliverables.
- Reuse and repurpose.
Save your own custom customer success plan templates. Or copy and merge into other documents.
What is a customer success playbook?
The customer success plan outlines the “what” and “how” your customer success team will deliver value throughout the customer lifecycle. Your playbook should be centered on the expectations of your target customers. If it is successful, the customer success strategy should prevent possible problems with onboarding, adoption, and operations, define approaches to reduce churn, and present the entire team with large picture goals and achievements. This playbook then serves as a critical tool for customer success managers in terms of synchronizing resources and objectives.
How do you create a customer success plan?
The goal of customer success is to increase adoption and expansion while reducing churn. The customer success plan should help you identify processes, tasks, and deliverables to ensure customer success.
- Highlight key goals your customer success team has. Are you hoping to reduce churn? Increase expansion? Or maybe your main goal is to make lifelong customers and advocates.
- Identify 3 buyer/user personas to define your main use cases for onboarding and activation flows.
- Choose an engagement model that best suits your product/service for both processes. Consider these questions – What’s your company’s annual sales price? Will your revenue support high-touch CSM, or will you need an engagement model with a lower cost?
- Define goals and metrics. Make sure to use SMART goals and regularly check your progress with strong KPIs.
- Outline messaging and engagement flows. Create unique engagement sequences for each of your main use cases.
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The customer success plan helps your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.
You should include your company goals (reduce churn, increase expansion, etc.), strategic data about your ideal customers, the engagement model you plan to use at different customer lifecycle stages, and an outline of your CS process including messages, tasks and milestones.
The living customer success plan template allows you to instantly sync with your team, different departments and management. You can add collaborators to work in real-time. And you can share the customizable link to keep colleagues up-to-date on your progress.
Yes! You can invite as many people as you’d like to collaborate on your customer success plan. As a platform, Xtensio helps improve the way your team works.
Choose your file format. Present it as a full-screen digital slideshow, share it as a responsive web link or export it as a PDF (customize the PDF size) or PNG.
We do! There are a number of different templates, examples and resources to guide you through optimizing the customer lifecycle. Check out our Customer Success toolbox and our Strategy toolbox to find more tools and resources.
