Building Success

Plans Using the

Success Plan Canvas
WEEK 5 WORKBOOK
 HOW TO USE
THIS WORKBOOK
While the exercise of building a
Success Plan can be done many
ways, we are providing this Canvas
template and instructions to assist
you in shaping how you will build
your own Success Plan.
 • Building a Success Plan
SECTIONS • An Example Success Plan
IN THIS • Using the Success Plan
WORKBOOK Canvas Template
• Success Plan Canvas Template
• Building Success Plans
Building a Success Plan

BUILDING A
SUCCESS PLAN
While there are many methods that
you can use to build a Success Plan,
we advocate getting started with
success planning using the Success
Plan Canvas. The canvas-based
approach provides you with a
simple and quick way to get the key
details of a Success Plan onto a
single sheet of paper or slide.
The Success Plan Canvas was designed to
provide you a lightweight means for
identifying the key elements of an
engagement. The Canvas is intended to be a
living document that can be shared with
your customers as you work towards
delivering on their definition of Success.
The Success Plan Canvas is designed to be
used to capture information. It will not
generate a plan for you, but will enable you
to capture the key elements on a single
page so that you can easily discuss and
collaborate with customers.
BUILDING A SUCCESS PLAN CANVAS

COMPANY HIGHLIGHTS
STEP 1 Capture a brief description of the customer and their environment. Be sure to include
what do they do, what vertical are they in, what makes them interesting. What
information should everyone who works on this account be aware of?

OBJECTIVES
STEP 2 What are we working towards? How do we know when we’ve reached it? When do
we want to achieve it by? What major pains are we resolving? What gains is the
customer expecting?

KEY CHALLENGES
STEP 3 What was the compelling event that drove the customer to ‘hire’ your solution/product?
What are the consequences for them if they do not utilize your offering. What are the
constraints and challenges that we have to mitigate or overcome?
 KEY BENEFITS
STEP 4 ⋆ What are the key benefits that the customer is expecting/can expect? What gains are we
helping them to achieve? What pains are we solving? Are these measureable? We’ll need
measures later but always think in terms of something that you can hold a ‘yardstick’ to when it
comes to benefits.

MILESTONES, ACTIONS & DATES

STEP 5 " Capture the specific actions that will be needed to achieve the next Success
Milestone/Objective. What needs to be done, by whom and by when? This is the stuff that you
actually execute on, knowing that if you execute on this stuff well, then Success will follow.

SUCCESS CRITERIA
STEP 6 # Capture both a high level summary (a sentence of two) which explains what the company
defines as Success and a series elements that deliver that vision. This is a longer term view.
Make sure that each is ’acid tested’ against the goal of being measurable.

SUCCESS MEASURES
STEP 7 $ If you want Success, put a measure on it. How do we quantify success? What
measures capture this? These should be able to be mapped back to the Key Benefits
they are expecting and be directly relatable to the Success Criteria established.
Company Highlights Objectives

Key Key Benefits Milestones Success Measures

Challenges ⋆ Actions & Dates " Criteria # of Success $
Example Success Plan
Company Highlights
BigCo is the leading provider of networking security appliances. They are
planning to launch their next generation firmware and are engaging with
BigTel to provide them with a multi-channel contact center offering that
will enable them to better support their customers during the upgrade
cycle.
Objectives
BigCo is expecting a massive response from their existing customer base
when the upcoming firmware upgrade is made available. Recognizing that
they need to provide best-in-class support BigCo wants to:
• Centralize all contact points through the contact center (Phone, Email,
Chat and Social)
• Validate that the customer is eligible for the upgrade through a check in
the IVR prior to routing of the interaction
• Route each interaction to the most appropriate resource
• Provide a robust integration between their knowledgebase and their
contact center so that customers can escalate to a different interaction
channel seamlessly

Key Key Benefits Milestones Success Measures

Challenges
• Timeline
• In-house technical expertise
• Integrating with Salesforce
for entitlement check
• Integrating with MindTouch
• Lack of internal Training
department
• Change Management has
been an issue in the past
• Hiring additional Contact
Center resources has been
a slow process
⋆ Actions & Dates
• Savings of nearly a minute
by automating the
entitlement check
• Delivering a seamless
experience for self-service
• Increased visibility into
operations via improved
Reporting
• Increased single call
resolution rates by routing
to the right resource first
" Criteria
• Kick-Off – 7/10/17
• Implementation Start –
7/17/17
• Agent Training – 8/14/17
• UAT Complete – 8/21/17
• Rollout – 8/28/17
# of Success
• Seamless escalation to
another communication
channel from MindTouch
• Entitlement check prior to
routing to an Agent
• Contact routed to the
appropriately skilled Agent
• Increase single call
resolution
• Reduced contact handling
time
$
• 20% Increased in
escalations across
communication channels
• 80% entitle check in IVR
• 75% reduction in xfers
• 15% increase in single call
resolution rate
• 20% reduction in contact
• duration
Using the Success Plan
Canvas Template

HOW TO USE THE
SUCCESS PLAN
CANVAS
While there are many ways that you
can use the Success Plan Canvas to
create a Success Plan we
recommend the following approach.
1. Print a blank Success Plan Canvas
2. Open a Excel Spreadsheet or Google
Sheet
3. Create a labelled cell for each the 7
elements on the Canvas - this is your
working area
4. Begin to populate each area focusing on
capturing everything that you feel is
important
5. You now have a laundry list of
information
6. Revisit each of the 7 elements, editing
the information you provided for clarity,
content and length
7. Cut-and-paste to transfer it to the
PowerPoint version of the canvas
Success Plan
Canvas Template
Company Highlights Objectives

Key Key Benefits Milestones Success Measures

Challenges ⋆ Actions & Dates " Criteria # of Success $
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