How to build a dedicated Customer Success Plan
Hi, I’m Markus, and welcome to a 🔒 subscriber-only edition 🔒 of my newsletter. I help you to deliver, grow and monetize customer value to improve your performance, accelerate your career, and build a profitable SaaS business. Customer success does not start with the purchase.
If you’ve acquired the right customers with the right expectations the next question is:
How can you make these customers successful?
The (surprisingly) simple answer:
By helping them to close the gap between their status quo and their desired outcomes.
Whether your customers want to
improve productivity by 20% in the next 12 months
grow their revenue by 40% in the next 12 months
reduce employer turnover by 60% in the next 12 months
it’s up to you as a CSM to create a roadmap on how they can get there.
That requires a profound understanding of your customers’ needs.
While most companies identify their customers’ goals they don’t know where customers start.
They are relying on guessing and assuming.
As a result, they are throwing a random mix of content and services at the customer and hope something sticks.
Or worse - they provide customers with one-size-fits-all-eat-or-die customer success plans.
It’s a recipe for disaster.
Here’s how to build a dedicated success plan to
lead your customers to the promised land
accurately and repeatedly
as fast and easily as possible
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