• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareOur flagship survey solution. Sophisticated tools to get the answers you need.research edition iconResearch SuiteTuned for researchers. Get more insights. Response based pricing.CX iconCXExperiences change the world. Deliver the best with our CX management software.WF iconWorkforceEmpower your work leaders, make informed decisions and drive employee engagement.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseNPS+CommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home

6 Steps to Building an Effective Customer Success Plan

To make a customer success plan, you need to define customer success based on business goals and how they want to collaborate. Learn more.

Customer success resembles a red dot on a Google Map. It is the final destination that every company wants to reach. Planning is important, and getting it right is also essential because the business’s reputation is on the line. A customer success plan is compared to putting pins on a map to show where you want to go. The pins represent customer requirements.

So, to define the plan, we can state that it is a strategy for how customers can succeed and how organizations may support them in doing so.

This blog will discuss a customer success plan, its importance, and how to make a good one. So, let’s get started.

What is a customer success plan?

A customer success plan describes what customer success looks like (what success means) and how you’ll help your clients reach that goal. The customer success plan is how customer success teams get things done. It ensures that your customers are getting the right resources to get value from using your product.

The plan tells your product’s value to your customer’s lives and how you’ll do it. 

A plan for success is important for both your customers and your business. 

A customer success plan can also help ensure that all of your customers get the results you want from your actions. Most of the time, a customer success metric is used when making a plan for customer success. That means you can easily keep track of the plan’s value and effects, and if you aren’t meeting your goals, you can change the plan.

Why should you create a customer success plan?

You should make a success plan for your customers for many reasons. Some of the most important ones are reducing customer churn, increasing sales and cross-sales opportunities, and increasing recurring revenue.

  • Lessen customer churn

Decreased churn and growing retention are key to a SaaS business’s growth. High churn creates a situation where customers who churn and leave their organization to compensate for top-level customer growth. 

When customers challenge themselves quickly, you have to respond to them much more quickly. Low or negative churn helps development. A good customer success plan ensures happy customers.

  • Increasing sales and cross-sales opportunities

Improving your sales and cross-selling opportunities is another way to ensure your clients are happy and doing well with your business. Cross-selling is when you sell more goods to customers you already have. It lets people buy goods with more and more features and at higher and higher prices. 

To succeed with both techniques, you must first ensure your customer success plan focuses on your core experience. Once you’ve finished it, your customer success plan will include ways to get your customers to buy more or move up to a higher level.

  • Increase recurring revenue

Because of the above two things, recurring income goes up. Active customers can also help you make more money by improving your reputation and giving you references. These serve as a background for the plan to get more customers, making it much easier to ask questions and make sales.

6 easy steps to building an effective customer success plan

Here are 6 steps to help you figure out how to make a customer success plan.

1. Find out what your customers want

To make a good customer success plan, you need to consider your customers’ success. A well-integrated sales process finds out what the priorities of future customers will be and how they fit with the approach before they become actual customers. 

It helps you avoid a mismatch between what your prospect wants and what your solution gives them. When the insight becomes a customer, these priorities can be given to the success team and become the core of the customer’s plan for success.

2. Establish your customer success metrics

There are more ways to tell each account’s health and what the client wants to get out of it. Any activity-based metrics, like the average number of users per day, week, or month, will likely be included. 

You could use one or more of these, depending on your product. You can also make health measurements that are specific to a customer’s goals, changes to aha times, or other useful criteria. This health value will be looked at for all clients, individual cohorts, or individual accounts.

3. Make a great customer success team

Whether you use a high-touch, low-touch, or hybrid customer success model, the right team will depend on the essence or product of the customer success plan. Depending on the product, your customer success team might need to be more or less technical. 

All of this being said, well-known customer success managers are committed to the success of their customers. Passion for continuous improvement is another thing that will make the process more productive. 

It would help if you also got feedback from your sales, marketing, and product teams along with your full-time customer success team. Each of these teams plays a vital role in customer success.

4. Line up your customer and product teams

Product development teams want a product that meets customer needs but thinks customer feedback is anecdotal. Customer teams talk to customers daily and feel like they know what customers need most, but they struggle to make the product team a successful event. 

Plans are always good, but when teams aren’t working together, keeping customers happy and making money is much more complicated since both teams are important to the customer experience. 

Brand alignment and customer teams are a huge concern, but successful strategies include exchanging goals, emphasizing a collective toolbox, and frequent and transparent contact.

5. Use the right tools

Several tools are available to help manage the customer success plan differently. It can be hard to choose the right tools, so focus on the tools that match the goals of your customer success plan. 

Several teams can use these tools, including tools for managing customer feedback. So, ensure that all teams using the solution have bought it and are committed to adopting it. After all, these tools won’t help you if the team doesn’t use them.

6. Get feedback from your customer

Tools for managing customer feedback will help you determine how happy and satisfied your customers are. But these measures aren’t specific enough to tell you exactly what works and what doesn’t. After you’ve implemented your customer success plan, you need to know what’s working and what’s not. 

With feedback methods like the fit index and customer effort scores, which focus on specific parts of customer service, you can better understand what needs to be changed. Focusing on unique groups of customers, like new users or high-value customers, will help you learn even more.

Conclusion

To make an effective customer success plan, you need to find out what your customers want from your business. You can do a survey to find out what your customers need and how they feel about your service and products.

QuestionPro CX helps you create a survey. QuestionPro is survey software that lets you organize data about your customers. It lets you find and look at the most important data and insights. You can also use InsightsHub, a unified hub for data management, to organize, search, explore, and find your research data.

Using the survey insights, you can set up your customer success metrics to help your team make an effective customer success plan.

So, get in touch with us! We are eager to work with you to create a better customer success plan for your customers and your business.

       

SHARE THIS ARTICLE:

About the author
Urmita Liza
View all posts by Urmita Liza

Primary Sidebar

Take full control of your customer journey.

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

3 Ways You Are Sending The Wrong CX Message (Even if You Think it is Right) — Tuesday CX Thoughts

Jan 25,2023

HubSpot - QuestionPro Integration

How to create a live poll in 2 minutes for FREE | No app downloads!

Jun 28,2021

HubSpot - QuestionPro Integration

Negative Feedback: Ways to Make It Positive

Oct 21,2022

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • [email protected]
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

Footer

MORE LIKE THIS

Using the right interactive conference ideas will make your event more engaging and effective. Polls, quizzes + more can be interactive now.

10 Interactive Conference Ideas to Boost Audience Engagement

Feb 5, 2023

Audience engagement tools can be utilized in meetings, conferences, events, training sessions, and educational settings. Learn more.

Audience Engagement Tools: What it is, why to use + Top 5 tools

Feb 4, 2023

Organizational assessment examines procedures, environment, and structure. It helps businesses identify areas of opportunity. Learn more.

Organizational Assessment: What It Is, Benefits + How to Conduct

Feb 3, 2023

Text mining is essential for analyzing + processing unstructured data. It allows to track how and when its products and brand are mentioned.

Text Mining: What is It, Methods + How is It Used in Business

Feb 2, 2023

Other categories

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • [email protected]
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

Copyright © 2023 · Magazine Pro on Genesis Framework · WordPress · Log in

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • Coronavirus Resources
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Joruney
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use