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Introduction

Achieving customer success requires more than just setting goals; it involves meticulous planning and regular reviews to ensure continuous alignment with customer needs. By creating detailed success plans and leveraging post-EBR insights, you can track progress and make necessary adjustments to drive better outcomes. This article will guide you through effective strategies for planning and reviewing customer success, building on our previous discussions about collecting and confirming customer goals and understanding customer business landscapes.

Why does this matter?

Planning and reviewing customer success is crucial for several reasons:

  • Aligned efforts: Ensures that your team's activities are consistently aligned with customer goals and expectations.

  • Increased satisfaction: Regularly reviewing success plans and incorporating feedback leads to higher customer satisfaction and loyalty.

  • Proactive management: Identifying and addressing potential risks early helps in maintaining a positive customer relationship.

How to get started

To effectively plan and review customer success, follow these steps:

Step 1: Define success criteria and goals

  1. Engage with stakeholders: Collaborate with key stakeholders to define clear, SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals.

  2. Document success criteria: Use a centralized system to document success criteria, making them accessible to all team members.

Step 2: Develop a comprehensive success plan

  1. Create a roadmap: Outline the key milestones, tasks, and timelines needed to achieve the defined goals.

  2. Assign responsibilities: Clearly define roles and responsibilities for each task to ensure accountability.

Step 3: Conduct regular reviews

  1. Schedule review meetings: Establish a regular cadence for reviewing progress with your team and customers.

  2. Gather feedback: Use post-EBR surveys and other feedback mechanisms to gather insights on what’s working and what needs improvement.

Step 4: Adjust strategies based on insights

  1. Analyze feedback: Review the feedback collected to identify common themes and areas for improvement.

  2. Implement changes: Update the success plan and strategies based on the feedback to ensure continuous alignment with customer needs.

Gainsight features you'll need

  • Success Plan: To document and track collaborative goals.

  • Timeline: To document interactions and progress.

  • Surveys: For collecting customer feedback post-EBR.

  • CTAs: To automate reminders and follow-ups.

What’s next?

With a robust customer success planning and review process in place, you can now focus on tracking and documenting ROI to demonstrate the value delivered to your customers. Our next article will guide you through capturing verified outcomes and calculating ROI, providing a clear measure of success and helping to improve renewal rates.

Further reading and inspiration

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