This material provides a basic idea on equipping oneself or an organization to win their customer.

1. CUSTOMER SUCCESS PLAN
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Services

2. WHAT IS A CUSTOMER SUCCESS PLAN?
A METHODOLOGY,
DESIGNED BY AN
ORGANIZATION FOR THEIR
CUSTOMERS TO ACHIEVE
THEIR DESIRED OUTCOME
THROUGH THEIR
INTERACTIONS AND FAIR
EXPERIENCES WITH IT.

3. PLANNING A CUSTOMER SUCCESS
METHODOLOGY
1.Why I need a customer success
plan ?
2.What platform to be developed
for a better customer service?
3.What are the areas to be focused
in those platforms?
To implement a better
customer success
plan, 3 basic questions
to be asked

4. 1.WHY I NEED A CUSTOMER SUCCESS PLAN ?
THE GOAL OF A CUSTOMER
SUCCESS PLAN IS TO MAKE
THE CUSTOMER AS
SUCCESSFUL AS POSSIBLE,
WHICH IN TURN, IMPROVES
CUSTOMER LIFE-TIME
VALUE (CLTV) FOR THE
COMPANY.

5. 2.WHAT PLATFORM TO BE DEVELOPED FOR A BETTER CUSTOMER
SERVICE?
Sales &
Marketing
Customer
service
Customer
Success
Platforms
Customer
Relationship
Management
Three platforms needs to be developed
for implementing a better customer
success plan
Sales & Marketing : Upselling and promotions
Customer Service: Listening to customer queries and timely
resolutions
Customer Relationship Management: Get in touch with the
existing customers on a regular basis, Listening to the feedback
for the service offered & customer retention.

6. 3.WHAT ARE THE AREAS TO BE FOCUSED IN
THOSE PLATFORMS?
Management
Hiring
Training &
Development
Process
Data Metrics

7. MANAGEMENT
 As your customer success organization grows, you
will need to have layers of management.
 One who owns the organization, need a layer of
middle management to operate his work force.
 The middle layers of management are typically
responsible for making sure the front-line reps are
serving customers as best as possible.
 Managers should be willing to hop on calls as
needed from time to time to maintain empathy with
their team and keep a pulse on the customers.
Never promote internally unless the individual
contributor is ready

8. HIRING
While hiring keep in mind that skills & knowledge required for
customer success can be taught but attitude cannot be…
Qualities required for a candidate
 Drive – customer success managers must be driven, but not
entitled.
 Trainable - customer success managers must be eager to
learn, but cannot be defensive if you give criticism.
 Positivity – every new hire must be a positive person.
 Empathy – customer success managers need to understand
the where customer is coming from

9. TRAINING AND DEVELOPMENT
 Most customer success organizations underinvest in
training and personal development. This is a big
mistake.
 Training starts with onboarding.
 The initial training process should cover all of the
processes that the individual rep will be responsible for.
 Once a rep has a sense of them, the rep should do a ride
along for a couple days to see how top-performers
solve different cases.

10. PROCESS
 Process is particularly important when it comes
to customer success.
 Process ensures a consistent customer
experience.
 Documenting the process with the most common
scenarios and difficulties faced by the customer
as well as the representative while providing the
service.
 Implementation of new softwares and tools for a
better process so that the customer will be served
in a quick turnaround time.

11. DATA METRICS
As a customer success team scales, data becomes more
important.
Customer success team need two types of metrics :
 Customer satisfaction metrics ensure that the team is doing
its core job of helping customers succeed. Customer
satisfaction metrics includes service level, first contact
resolution (FCR), CSAT, Net promoter score (NPS), and
customer retention.
 Productivity metrics ensure that the team is doing its job in
an efficient manner.

12. A Satisfied customer is the best
business strategy of all !