Success plan template
Things need to take care while crea ng the success plan and we will try to
understand from Road trip example from Sydney to Perth = 3900 km
Here your Driver is your customer, and you are si ng on co-driver seat, and
you cannot control the car accelerator, break, and clutch but as a CSM your
task is plan a journey and take him successfully to his des na on.
1) Pre-work and Kick-off
The ini al stage of any project is most o en the most cri cal stage of the
success journey. You need to rapidly come up to speed on what we sold,
why the customer purchased from us and what are their expecta ons.
Example:- Route Planning , Weather condi ons during trip, Total fuel
requirement, which ci es will come in between, hotels for food and rest
, how many beers you need to carry for the trip etc
2) Discovery Session
During this we need to understand be er what customer is looking to
achieve and what is mo va ng them and what success looks like to
them.
Example:- Check he just want to reach the des na on by taking any
normal route or he want to create this journey as a life me experience
for him and want to take a beau ful route through mountains and
seaside.
3) Success Assessment
All deals are not created equal. During this step we will evaluate the
informa on we have gathered against the key criteria that enable us to
judge the likelihood of a successful outcome for the customer.
Example:- Assessment of the data like quan ty of fuel requirement as
per car average and from which fuel sta on we will fill the fuel and that
fuel sta on is in working state or not. So, need to carry any emergency
fuel storage can.
A er how many hrs of driving we will take the break and stop
for the rest and that hotel review is good or not, food quality is good or
bad.
4) Set Milestones and Build some ac on plan.
Build some ac on plan with milestone and due dates is a cri cal part of
the success planning process.
For example:- 1st Milestone is Wagga Wagga city, 2nd Milestone is
Renmark town, 3rd Milestone is Ceduna. This milestone will help you track the
success journey and make you sure that you are on correct path or not.
5) Define Success Criteria and Measure
The heart of the success planning process is the iden fica on of the
customer defini on and measure of success. Without this the chance of
ge ng successful is less.
For example:- Once you will cross the 1st milestone then stop for the
rest at the hotel and make sure your car is fit and ready for the next
step.
6) Build Success Plan document.
The document crea on is important, so that we can share this document
with our customer, and they will know we are working towards
delivering on their defini on of success.
For example:- Draw this whole plan in a document and share this with
your driver so that he will know how you plan his success journey.
7) Review Success Plan
One of the most cri cal aspects to the delivery of a successful outcome
is the review and acceptance of the success plan.
Share with customer and focus on gaining acknowledgement and
acceptance from the customer.
For example:- Suppose you reach at hotel / fuel sta on, and you found
it is closed due to maintenance so to avoid this review your plan, call the
hotels, fuel sta on, and confirm the availability.
8) On going ac vi es
Once the success plan is accepted, the real work starts. As we progress
through the implementa on of our offerings make sure for the clear and
transparent communica on with customer around the progress.
For example:- Keep him updated with informa on about the ci es you
are crossing or any historical place, ask him about beer or coffee, ask
him about his favourite song which he want to listen.
