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.
Template structure
See how this template is structured. As this is just an example, you can customize it.
Start form
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1. Assignee
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2. Company Name
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3. Account size
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4. Contact person
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5. Contact e-mail
Contact
Make the first contact with your new customer.
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1. Handoff Sales
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2. 1st Contact Attempt
- Replied
- Didn't Reply
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3. 2nd Contact Attempt
- Replied
- Didn't Reply
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4. 3rd Contact Attempt
- Replied
- Didn't Reply
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5. Detail how was your contact with the new customer
Implementation
If the customer needs aid in the implementation, define how it will be done.
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1. Implementation Needed?
- Yes
- No
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2. Next implementation meeting
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3. Next steps
Adoption
Follow up the adoption process.
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1. Feature Requests
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2. Websession after X days
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3. Total User Count After X days
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4. Next Follow-up
Nurturing
Nurture these new costumers and find out their requests.
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1. Bugs Found
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2. Client's requests
Periodic Review
Perform a periodic review on this customer needs and search for expansion opportunities.
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1. Next Review
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2. Case study opportunity?
- Yes
- No
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3. Is there an expansion opportunity?
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4. How the expansion process will be performed?