I’d love the ability to modify existing success plans via the rules engine, and in particular, I would like the ability to add additional templates to an existing plan.
This would allow a customer’s journey to update and/or change as they reach certain milestones.
As an example use-case: Currently we have a new customer success plan, which creates CTAs for most of the major milestones, beginning with onboarding, through their first annual review.
We would like to break this into parts so that the onboarding portion is created upon signing, and then the rest is created once onboarding is completed. This would mean less clutter for Onbboarding CSMs, since they would not have CTAs that are not relevent to them to look at, and higher accuracy, in that the dates for all of the post-onboarding CTAs could be based on when the customer actually activated, and not a generic/standard activation timeline.
Today, we can create CTAs on the account via rules engine, but being able to apply a template would be preferred, since those objectives/CTAs would be tied to the success plan itself, and have the potential to be customer-facing with shared success plans.
