Customer success

A goal, an owner, a date.

Roll out to forty users by November. Currently twenty-seven. Owned by Sarah. Risk: the unresolved API issue. Four fields, and only for accounts that warrant it.

Four fieldsLinked risksRare by designReviewed at renewal

Start helping customers

Four fields, not a methodology

Goal, target, current position, owner — plus known risks. Enterprise success plans run to many pages and are read once.

Risks link to real cases

"Risk: API authentication issue" points at the actual open case, so the plan and the support queue are not separate realities.

For a few accounts only

A success plan for every customer is an administrative burden that produces nothing. The product expects these to be rare.

Customer success

The rest of this area.

The proactive half, sized for a small team rather than an enterprise function.

Customer onboarding

Did this customer actually get started?

Adoption

Are they actually using what they pay for?

Milestones

The moments worth noticing in a customer's life.

Renewals

The date, and everything that will decide it.

Check-ins

Planned conversations, with something to say.

Take better care of every customer.

Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.

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