A fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams...
Success planning looks very similar to account planning that's been around for a number of years
Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey
The 'Success Plan' changes over time as the relationship with the customer changes
'Success Plans' should be thought about differently as you overlay them over your customer segmentation
-- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/