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michael_phelan
michael_phelan
Contributor ⭐️
December 14, 2016
Question

Downloadable CSM Account-Specific Planning Template

  • December 14, 2016
  • 10 replies
  • 2960 views
Does anyone have a downloadable word template that a Customer Success Manager could use to plan for account level Customer Success on an annual or quarterly basis?

      10 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      December 22, 2016
      Hi Michael, were you thinking of something along the lines of an Executive Business Review template or something different?
      VP of Customer Success at Forcepoint
      darkknight
      darkknight
      Expert ⭐️
      December 22, 2016
      There is also the Success Plan feature in Gainsight to use for strategic planning.  More context would help.
      Jeff Kirkpatrick
      michael_phelan
      michael_phelanAuthor
      Contributor ⭐️
      December 22, 2016
      Thx Dan and Jeff, I am looking for template that a new CSM would use to plan CS activities at an account level not a quarterly review or executive review template, ideally a word doc, makes sense?
      darkknight
      darkknight
      Expert ⭐️
      December 22, 2016
      Before we had Gainsight, we used to use an unsophisticated spreadsheet template similar to below, but ever since they implemented the Success Plan feature in the tool, that's what we use now.

      Jeff Kirkpatrick
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      December 22, 2016
      Michael - what we do at Gainsight is use Success Plan templates which have all the lifecycle tasks and objectives for the first year for a new customer. All we have to do is apply the template and the account plan is created automatically. 

      This link has more info on how to do that: https://support.gainsight.com/hc/en-us/articles/207983697-Configure-Success-Plans-for-the-C360#How-t...
      VP of Customer Success at Forcepoint
      sara_patrick
      sara_patrick
      Contributor ⭐️⭐️
      March 22, 2017
      Hi Dan,

      I just tried to get to this link and was sent to a "Page not Found" error message. Do you have an updated link by chance?

      Thank you! 
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      March 22, 2017
      Hi Sara. We updated our online help site last month and some of the links didn't redirect properly. 

      I think these two articles will cover what you need: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/10_Create_S...

      and 

      https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/Admin_Configuration/...
      VP of Customer Success at Forcepoint
      sara_patrick
      sara_patrick
      Contributor ⭐️⭐️
      March 22, 2017
      Thank you, this is great! Do you also have example templates that you share with folks that are just starting out with SP in GS?
      sara_patrick
      sara_patrick
      Contributor ⭐️⭐️
      March 22, 2017
      Also - I don't know if you can help redirect this also, but when I click on "Gainsight Webinars" to the right from this page: (https://community.gainsight.com/gainsight/details/members?utm_source=notification&utm_medium=ema...) I also receive an error message that the page is no longer valid.

      Thank you,
      SP
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      March 22, 2017
      Hi Sara. It looks like that community link is not forwarding correctly. Here is the link to our webinars page: https://support.gainsight.com/Training_and_Videos/Webinars_and_Recordings/Register_for_Gainsight_Web...
      VP of Customer Success at Forcepoint
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