A customer success account plan outlines the strategy for customer success teams. It includes focus areas, objectives, and measurable targets (KPIs) to ensure customer success. It also includes projects that teams can implement to achieve these objectives and KPIs. By having a customer success account plan, customer success teams can ensure they are working towards their customers’ success and achieving the desired outcomes.
Each focus area has its own objectives, projects, and KPIs to ensure that the strategy is comprehensive and effective.
This customer success account plan template is for customer success managers and teams in any industry. It provides an effective framework for customer success teams to plan and manage their customer accounts strategy. This template can be customized to fit any customer success team’s needs, so they can ensure they are providing the best customer experience possible.
Focus areas are the main topics that customer success teams focus on. Examples of focus areas can include strengthening customer relationships, improving customer support, and increasing product use. It’s important to have clear examples of focus areas so that customer success teams can have a clear understanding of what they are working towards.
Objectives are the goals that customer success teams want to achieve under a particular focus area. Examples of objectives could include increasing loyalty, increasing retention, increasing response time, and increasing resolution rate.
Measurable targets, or KPIs, are the metrics that customer success teams use to measure their progress towards their objectives. KPIs should include an initial value, a target value, and a unit of measure. Examples of KPIs could include increasing program participation (measured in users), decreasing customer churn rate (measured in %), and decreasing support ticket response time (measured in hours).
Projects, or actions, are the steps taken to achieve the objectives and KPIs. Examples of projects could include creating a loyalty program, implementing retention tactics, and offering product training. It’s important to have well-defined projects in order to ensure customer success teams are working towards the desired outcomes.
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