Customer Success Management

Template

The way a company manages its customers can determine whether their outcome will be good or bad. A Customer Success Process creates a roadmap with defined tasks, milestones, and alignment throughout the whole lifecycle of a company’s account.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Company Name

  • 2. Account size

  • 3. Contact person

  • 4. Contact e-mail

Contact

  • 1. 1st Contact Attempt

    • Replied
    • Didn't Reply
  • 2. 2nd Contact Attempt

    • Replied
    • Didn't Reply
  • 3. 3rd Contact Attempt

    • Replied
    • Didn't Reply
  • 4. Handoff Sales

Implementation

  • 1. Implementation Needed?

    • Yes
    • No
  • 2. Next implementation meeting

  • 3. Next steps

Adoption

  • 1. Feature Requests

  • 2. Websession after X days

  • 3. Total User Count After X days

  • 4. Next Follow-up

Nurturing

  • 1. Bugs Found

  • 2. Client's requests

Periodic Review

  • 1. Next Review

  • 2. Case study opportunity?

    • Yes
    • No

Done

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