Customer Success 90-Day Plan: What You Need to Know to Succeed

A Customer Success 90-day Plan is imperative to customer retention and will benefit your company in more ways than one. But what does it require? First and foremost – efficient time management strategies and careful planning.

The role of customer success managers is to ensure that your customers have a great experience with your company from start to finish, every time they interact with you.

Think about it this way: if you were buying something directly from a company right now:

Would you trust them?

Would their website and their products benefit your business?

Would they continue to provide excellent support and service after the purchase?

If you don’t think your current operations would pass this test, then keep reading. This article will explain why having a strong focus on customer success process is so important—and what exactly it takes to achieve that focus in your organization.

What Is A Customer Success 90 Day Plan?

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A Customer Success 90-day Plan is a strategic plan that outlines the next 90 days of efforts that will help you achieve your customer success goals.

Ideally, your plan includes customer contact information, a list of touchpoints, and the people who will be responsible for those touchpoints. Strong customer success leaders have a laser-sharp focus on their customers. But that doesn’t just happen by accident. It takes careful planning and close attention to detail—which is precisely what A Customer Success 90-day Plan is designed to do.

How Useful Is A Customer Success 90 Day Plan?

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A Customer Success 90-day Plan serves as a reminder of how important the customer lifecycle journey is for your business. It also ensures you’re planning enough time for each part of the journey.

If you do it correctly, a plan will help you identify potential challenges and avoid potential pitfalls. It will also help you track your progress and hold your team accountable for their tasks. But the most important function of a Customer Success Plan is that it allows you to consider your customers’ needs as individuals and measure success.

Too often, companies fail to think about their customers as individuals—but a good plan will. It will help you consider your customers’ needs and expectations, facilitating the creation of stronger relationships with them. It also helps you have key performance indicators.

You can also use the timesheets feature by TimeTrack to track your time and tasks. It includes all the features of a paper timesheet along with absenteeism correction and data saving. This will help to accomplish all jobs in a set time.

Do You Need A Customer Success 90 Day Plan?

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Most companies should have a go at a Customer Success 90-day Plan. If you’re not sure whether you need one, though, consider these three points:

Your customers might not be satisfied

If a large portion of your customers are unhappy or do not return, that could be a warning sign, prompting you to consider new approaches.

You might be acquiring new customers at a higher rate than you’re retaining old ones

Customer churn is a major issue for most businesses, and it can be especially problematic if you don’t know you’re experiencing it.

Your company’s culture may not be focused enough on your customers

If you’ve got a lot of other priorities on your hands, it may be time to put a 90 day Plan in place to get the customer success ball rolling. It also helps in efficiency in business and workplace.

Creating A Customer Success 90-day Plan

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There are a couple of different ways you can create a Customer Success 90-day Plan. You can either start with a blank document and outline the plan yourself, or you can use a template to follow a specific outline. If you decide to create the plan yourself, here are a few things to keep in mind:

Identify Areas Of Focus and Pinpoint Priorities

• First, you need to identify the objectives of your Customer Success Plan. This can vary depending on your industry and your customer base, but there are a few common objectives:
• Growing customer lifetime value
• Increasing customer retention rates
• Improving customer satisfaction rates
• Increasing the customer referrals you receive

Create a Timeline

Once you have your objectives, you should create a timeline for each. This will help you stay on track and allow you to see how each objective is progressing.

Consider Your Resources

You should also think about the available resources. Do you have the budget needed to hire new customer success team members? Do you have the technology required to provide excellent customer service? Or do you need to spend more time training your existing team members?

Brainstorm Ideas

Once you’ve identified your objectives and your resources, it’s time to brainstorm ideas for your Customer Success Plan. You can either do this alone or in a brainstorming session with your team members.

Organize Your Ideas

Once you have a few ideas, it’s time to organize them. You can either do this by writing down ideas on a whiteboard or by using a software program to create a document.

The Five P’s

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There are a number of key elements that should be included in every good Customer Success 90-day Plan.

We call these elements the five P’s—product, price, people, promotion, and place.

Product: What are you selling, and is it something your customers actually want? If you don’t know, you need to find out. If your customers don’t want what you’re selling, you’re going to have a hard time acquiring new customers and retaining the ones you have.

Price: How does your pricing model work?

What are your customers getting for their money?

The price of your products or services is an important consideration for your customers, so you need to make sure you’re covering it.

People: What kind of customer experience are you providing?

Are your customer service agents friendly and knowledgeable?

Are you following up with your customers and tracking their progress?

Your customers want to feel as though they’re important to you, and they want to be treated like they matter.

Promotion: Are you actively promoting your products and services?

Are you getting the word out about what you do?

If people don’t know what you have to offer, they can’t buy from you. And if your customers aren’t buying from you, you’re not making any money.

Place: Where are your customers finding you?

Are they finding you on the internet?

In your local area?

Do they know how to reach you?

Your customers will buy from you if they can easily find you. But if they can’t find you, they can’t do business with you.

Do’s And Don’ts Of A Customer Success 90 Day Plan

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There are a few key do’s and don’ts to keep in mind when creating or implementing a Customer Success 90-day Plan. This will help you get the most out of your plan and ensure it’s successful.

Do’s

• Find out what the general objectives are before you start laying out particular goals and time constraints.
• Throughout the first 90 days, be patient.The whole first 90 days are incredibly important, and you’ll be tempted to try to do everything. Avoid falling into this trap by slowly building a solid knowledge base and creating positive habits.
• DO establish a strategy for continued education and training; an effective customer success manager or a customer success leader will constantly be inquisitive and driven to improve.

Don’ts

• DON’T presume that the methods you have employed in the past will be appropriate for your current position. It’s always a good idea to find out what the best practices are in your young squad because they presumably differ from one another and have a specific purpose.
• AVOID doing it alone. Discuss the 90-Day Strategy with your team and management so they can review it, help you figure out how to swiftly accomplish your objectives. and ensure you stay on schedule.
• DON’T set unrealistic time expectations for achieving your goals. Keep in mind that you can’t do everything in 90 days, so it’s important to organize and prioritize accordingly.

Conclusion

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While incorporating and adopting a Customer Success Strategy, be sure to analyze what works for you. Be sure to stick to deadlines and follow a plan on time.

Timetrack is a platform that helps you keep track of your time. So, instead of finding the right folders or writing everything in pocket diaries, the TimeTrack app can help you adhere to the most important principles of time management in your daily plan and help you remain productive.

It includes a timer, calendar, and dashboard that shows you how much time you require for your tasks.

Time Clock from TimeTrack is an excellent app for those who want to know how much time they require for their tasks and projects. It is a great time management tool that offers customization according to your needs.