Customer Success Plan Template
New Customer Kick-off Call:
Collect key customer data such as customer name, email &
contact information, and information on plans signed up for
Prepare for the Call
by the customer. Identify pertinent information that needs to
be communicated to the customer.
Communicate key objectives with the customer. Detail the
onboarding process. Clearly communicate expected goals.
Call the Customer
Discuss timelines and milestones. Generate a kick-off call
document, summarizing the call.
Incorporate any customer recommendations that have been
Incorporate Feedback Ideas from Kick-Off Call
agreed to in the kick-off call.
Onboarding - For Free Trials:
Automate as much of the process as possible. Collect basic
Self-Service Sign-Ups
information.
Immediately follow up with a welcome email after sign-up.
Welcome Email
Provide information to enable trial user to start using the
solution, and provide links to tutorials and help forums.
Enable customers to experiment with the solution,
through automated help & suggestions, without involving
human interaction until necessary. Ensure that each
Automate the Process as Much as Possible
decision in the free-trial process is metrics driven. Use
these metrics to determine what aspects of the
product/usage experience led to a higher conversion rate.
When your free trial user reaches a key milestone in usage,
Identify the Customer’s Time to First Value
hand-off to sales to convert the free-trial user into a paying
customer.
Solicit feedback from trial users that signed up & those that
Solicit Feedback
did not.