Success Plans

@kristin.campbell - I would recommend finding one strong use case for the first Success Plan and try to keep to just a single Template. There is a tendency to try to build for every scenario all at once which will make it hard to adopt and often is more than what is really needed. If you have a good Proof-of-Concept it is much easier to scale from there. Consider it to be an iterative development process where your assumptions get tested in the real-world and then you revise your plans based off those experiences.

I’ve seen Success Plans used for a couple of use cases typically depending on the organization. They are used for tracking customer lifecycle stages -- such as Onboarding -- or project-like activities (e.g. new deployment, migration service, end-user enablement, etc.). Another use case is to use Success Plan to keep track of customer goals/outcomes (i.e. the reason the customer bought your product/service and what they want get out of it); sometimes this is used to track ROI and feed into overall health metrics. A third use case I’ve typically seen is like a recovery plan for when customer health dips and how to bring them back to a healthy state. 

Success Plans work best when they are actively monitored and updated so they fit well with high-touch CS models