Success Plans have long been a cornerstone of Customer Success strategies, yet many professionals continue to struggle with creating and leveraging them effectively. This challenge is understandable, given the complexities of managing change, addressing competing priorities, resolving client issues, and navigating stakeholder management. Moreover, conflicting advice from so-called thought leaders adds to the confusion: some argue that Success Plans need to be thorough and detailed, while others advocate for their simplicity. This article is not here to tell you what your Success Plan template should look like—though we will share a template and offer recommendations. Instead, our goal is to…

In a never-ending quest for the holy grail formula or shortcuts to revenue increase, in today’s climate we are definitely seeing an abundance of sales and client engagement frameworks and methodologies. However, most of these frameworks are quite exclusive, designed only for sales or only for customer success.  And this has not served customers well.  Often, we assume that because there is a common language and framework that covers the full revenue cycle, it can be applied across the entire revenue organization, but this is not the case. Often, there is key information that gets lost in translation from the…

"I invite Executives to EBRs, but they never show up." I’ve heard this statement—or a version of it—countless times. In one memorable instance, a team of Customer Success Managers (CSMs) said to me, "So it's not our fault if they don't show up; they ignore our invites." This defeatist attitude won’t get anyone very far. Instead, let’s discuss what actually works in getting executives to not only attend your Executive Business Reviews (EBRs) but also to keep coming back. The mistake that some CSMs make is that they simply send out an invite or ask their ‘champion’ to invite additional…