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. Assignee

  • 2. Company Name

  • 3. Account size

  • 4. Contact person

  • 5. Contact e-mail

Contact

Make the first contact with your new customer.

  • 1. Handoff Sales

  • 2. 1st Contact Attempt

    • Replied
    • Didn't Reply
  • 3. 2nd Contact Attempt

    • Replied
    • Didn't Reply
  • 4. 3rd Contact Attempt

    • Replied
    • Didn't Reply
  • 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.

  • 1. Implementation Needed?

    • Yes
    • No
  • 2. Next implementation meeting

  • 3. Next steps

Adoption

Follow up the adoption process.

  • 1. Feature Requests

  • 2. Websession after X days

  • 3. Total User Count After X days

  • 4. Next Follow-up

Periodic Review

Perform a periodic review on this customer needs and search for expansion opportunities.

  • 1. Next Review

  • 2. Case study opportunity?

    • Yes
    • No
  • 3. Is there an expansion opportunity?

  • 4. How the expansion process will be performed?

Done

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