Success Plans Module

Introduction to Success Plans

Success Plans are valuable tools for CSMs to identify and work toward specific goals and objectives with their customers.

Success plans are for strategic, longer-term objectives where CSMs proactively use them by setting goals and objectives in anticipation of customer needs. CTAs in Cockpit are operational / tactical items and CSMs react to the CTA notifications.

Let us learn more about Success Plans in this module.

 

Introduction to Success Plans

What is Success Plan?

Success Plans are valuable tools for CSMs to identify and work toward specific goals and objectives with their customers.

Success plans are for strategic, longer-term objectives where CSMs proactively use them by setting goals and objectives in anticipation of customer needs. CTAs in Cockpit are operational / tactical items and CSMs react to the CTA notifications.

Why Success Plan?

Success Plans are designed to give you the tools needed to take your proactive stance to the next level. They give you the structure for you and your team to take a longer-term strategic look at how you want to guide and grow your customers. They are the place where you can develop, track, and realize the exact path through that daisy field you’ll be skipping through with your customer.

Success Plans must be enabled by your Admin to display on the Customer 360 page. Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that they define. With Success Plans, a new Call to Action (CTA) type is introduced called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks.

 

Why Success Plan (continued)

Success Plans help  you to:

 

Establish your Goals

You can now collaborate with customer stakeholders to align on what’s most important for the success of the customer and craft your strategic plan. You can use a combination of higher-level plan attributes and Objectives to clearly define the purpose of the plan and the concert actions to achieve it.

 

Understand your Success

You can easily incorporate reports and graphs on Success Plans to your Management Dashboards to holistically orchestrate interactions with the client across projects, support tickets and upsell opportunities. Understand the spectrum of touch points with your customer and its contribution to your plan of attack.

 

Execute with Precision

You can now manage the activity and coordination of your plan across specific Objectives and owners. Monitor the progress of discrete tasks to ensure your customer experiences world-class execution.

Overview of Success Plans

Overview of Success Plans

This 5-minute training video introduces the Success Plans feature in Gainsight. Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that they define.

 

Screen Shot 2016-08-02 at 12.29.47 PM.png

 

 

Decide if the following statements are True or False.

  • Templates not created for all success plan types will be available for selection
  • Success Plans are located in the Customer 360 page.
  • Success Plans need not be enabled by your Admin to display on the Customer 360 page.
  • Success Plans give you the structure for you and your team to take a longer-term strategic look at how you want to guide and grow your customers.

A CSM can create ____ plans for a single customer.

  • One
  • Two
  • Three
  • Any number

Success plans are useful for

  • Setting attainable goals and objectives for your customers
  • Creating a structure to base your customer strategy
  • Helping your customer to grow
  • All of the above

Use cases that Success plans solve

Use cases that Success Plans solve

How does a Success Plan work?

Success Plans live on the C360 page and can be assigned ownership just like CTAs. Success Plans combine a new CTA type with a new Object to create Plans comprised of Objectives and Tasks. Using this feature, you can accomplish several useful tasks.

You will find a few examples in this module.

 

Scenario 1

Capture New Customer Use-cases or Goals

 

When a customer buys your product or service, they typically have bought it for a specific purpose(s). Record what those use cases were in Success Plans to keep your teams aligned on the customer’s priorities across sales and services handoffs and ensure you are executing to support those use cases.

You can also gather and record stakeholder input with the Collaboration page.

Use the Collaboration page within your plan to gather the information from those involved in the Sales cycle. The comments and questions will be preserved as part of the plan so you can always see who contributed.  

 

Scenario 2

Implement a Strategic Account Plan

Pulling a page out of the Account Management book, formulating and executing a Strategic Account Plan can lay out your goals and strategies with the customer for that year. It’s an excellent way to be more strategic with your customer and also give visibility to your organization (and your boss) about what you are doing.

 

Scenario 3

Develop a Joint-Objectives Plan during your QBR

 

During your next QBR or customer meeting, brainstorm and agree on a Joint-Objective plan with your customer to execute in the next quarter. Gain your customer’s buy-in and align your and their resources to accomplish concrete goals. With the Success Plan Objectives, you can record the specific goals you set with your customer, all associated tasks, owners and outcomes of each. Have a complete, organized history of the efforts you and your team have undertaken to realize your customer’s objectives and share it back with your customer.  

 

Create a Success Plan in C360

Success Plan in C360

Success Plans must be enabled by the Admin to display on the C360 page. Success Plans help CSMs to monitor and drive success with individual customers based on the objectives and criteria that they define. Success Plans use a CTA type called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks.

 

To enable this feature, the Admin has to

a. Configure Success Plan types, customise the Plan info layout’s information fields and create objective categories

b. Add a Success Plan section to the C360

c. Enable Chatter at the Success Plan level, though this is optional

d. Create Success Plan Templates, this too is optional.

 

Steps to create Success Plan

How to create a Success Plan in C360?

 

In order to create a Success Plan, you need to follow the steps outlined below:

 
  • Enter basic Success Plan information, including owner, status, type, company highlights, etc. After this, apply a Template, or define Objectives for the plan (similar to creating CTAs today) and add Playbooks or Tasks (optional)

 
  • Add a Success Plan.

  • Navigate to the C360 for a customer.

Steps to create Success Plan (continued)

  • Click + Success Plan. (If there are no Success Plans for that customer, you will see a message that says, "No ongoing success plans yet! Create your plan now.")

  • In the Add Success Plan window:

  • Enter a name for your Success Plan

  • Select a Type for your Success Plan (types are configured by your Admin)

  • Select a Due Date

 
  • Click Save.

For more detailed information on creating Success Plans in C360, please click the following:

https://support.gainsight.com/hc/en-us/articles/207268578

Steps to create Success Plan (continued)

For every Success Plan type, you may customize the Plan Info layout page. Similarly, for every Success Plan type, you may create one or more templates for use with that plan type.

1. Select Account or Relationship, depending on which one you want to create Success Plans for. (If you choose Relationship, you will be prompted to select a Relationship Type to associate the Success Plan configuration with.)

2. Under Success Plan Type, click + Add Type to create new Success Plan types. Example types include: Joint (to be shared with the customer), Internal, and Corporate. Note: plan types cannot be deleted once they’re in use within a Success Plan.

3. In the New Success Plan Type window, enter the desired Name; then click Save & Configure Success Plan Info Layout for configuring the success plan info fields. You can also click on the pencil icon of an existing Success Plan Type to open the Success Plan Info Configuration page.

Note: For configuring Success Plan Info Layout, you must have 'Modify All Data' and ‘Customize Application’ permissions at the SFDC profile level.

Creating a Success Plan Template

Before Admins can create a Success Plan Template, you must configure at least one Success Plan Type.

To Create a Success Plan Template:

1. Go to Administration > Success Plan Configuration > Success Plan Template.

2. Click + Add Template.

3. In the Add Success plan Template window, enter or select the following details:

  • Name: The name of the success plan template

  • Type: Select the appropriate success plan type

4. Click Save.

5. On Success Plan Templates page, click + Add Objective; then enter appropriate details in the fields for the objective CTA. Custom fields that the Admin configured for the objective CTA detail view are also available.  

6. Click the down arrow to Map Playbook to the Success Plan template. Playbooks can not be edited in Success Plan configuration. Changes to Playbooks must be made in Cockpit > Playbooks, and then the changes will be reflected in the Success Plan template.

To make changes to the Template at any time, return to Success Plan Configuration > Success Plan Templates > and click the Edit (pencil icon).

Applying Template to a Success Plan

If Success Plan templates have been configured, they will be available from the C360 > Success Plans section. Templates are specific to Success Plan types, so they will only be displayed if you select a type with available templates.

 

To apply a template:

 
  • Click the icon with 3 dots > Apply Template.

 
  • From the Select Template drop-down box, select the template that you want to apply to the success plan; then click Apply.

 
  • After applying a template, users may manually edit or add Objective CTAs and tasks to the plan as needed.

 

Note: Only templates created for the selected plan type will be available for selection. If the due date of an objective CTA or task exceeds the   plan’s due date, a warning message will be displayed and the overall plan’s due date will be updated to the objective CTA’s due date.

 

For more details on how to configure a Success Plan, please click the following:

https://support.gainsight.com/hc/en-us/articles/207983697-Configure-Success-Plans-for-the-C360

Success Plan for Product Adoption

Example Success Plan

Success Plans are valuable tools for CSMs to identify and work toward specific goals and objectives with their customers. This example walks you through a sample Success Plan, focused on improving your customer’s adoption of your product.


In this example, the customer we’re creating this Success Plan for has completed the implementation, and is interested in rolling out additional features, expanding product usage to other teams, and employing more of our best practices. We consider this customer high touch, primarily because of their relationship with our organization and their level of engagement with us.

Preparation & Timing

At the beginning of the quarter, the CSM meets with the customer to identify their most important adoption objectives. After this, the CSM drafts the initial Success Plan, shares it with the customer, and incorporates feedback. The Success Plan is scheduled for completion by end of quarter.

 

The CSM schedules progress check-ins with customer (using regular CTAs) periodically during the quarter.

 

If your customers have common goals for product adoption, it may be helpful to create Playbooks, and reduce the amount of manual task definition required of your CSM.

 

For more information, click the following link:

https://support.gainsight.com/hc/en-us/articles/215252638-Success-Plan-for-Product-Adoption

FAQs on Success Plans

FAQs

Questions Answers                         
How do Objectives differ from CTAs (structurally and theoretically)?

Structurally, Objectives and CTAs are records within the same Object (Call to Action) and have the same functionality.

Theoretically, Objectives are a goal associated with an organized plan to work with the customer whereas CTAs are created to prompt action in response to a specific situation or set of criteria present in a customer.
Who can setup Success Plan types/attributes/Objective categories? Adjust the Attributes displayed? How are permissions for this setup?

Success Plans can be set up by CS Ops. Anyone with access to the Gainsight Admin tab (and a GS Admin Permission Set).

To add a new Objective Category the user should also have View All and Modify All data permission (see SFDC profile permissions)

Any Gainsight Full User can add or modify a Success Plan on the C360

 

FAQs (continued)

Questions Answers
Any limits to types, attributes, or Objectives categories that can be created? Any limits to how many plans or Objectives a Customer can have?

Can only select a max of 20 fields for the layout characteristics (under “Success Plan Info field configuration” in Admin)

No identified limits for types, attributes, or Objectives categories

No identified limits for the number of plans or Objectives per customer
Can Plans and Objectives be viewed in Cockpit? Created/edited from Cockpit?

Plans are not viewable in Cockpit.

Objectives are visible in Cockpit (once the plan is set to an “Active” Status), but can't be created from Cockpit.
When should I use Success Plans vs. CTAs?

Success Plans are intended for longer-term multistep executions that aren’t necessarily driven by an existing situation or event. They encompass high-level goals/Objectives for the overall Customer and typically have a longer timeframe for completion.

 

Examples:

 
  • I want to prepare for an upcoming QBR or Exec Meeting -> CTA
  • I want to develop goals and an action plan for my customer for this quarter -> Success Plan
  • I want to ensure the handoff between Sales and Services happens for my customer -> CTA
  • I want to record my customer’s goals with our products and services so we can measure against them -> Success Plan

 

FAQs (continued)

Questions Answers
Can I report on Plans and Objectives in Report Builder?

Yes, you can create a report on Success Plans by reporting on the ‘CTA Group’ object.

Yes, you can create a report on Objectives by reporting on the ‘Call to Action’ object and applying a filter for ‘Type Name = Objectives’.

 

Will I have the same functionality on an Objective as I do on a CTA (i.e., Link SF Records, Create different layouts by Objective Type)?


Objectives have all the same features as CTAs, except they are tied to Objective Categories instead of a CTA Reason. They also have a Success Criteria field available in every Objective CTA.
Can I identify an overall owner for the Success Plan?

Yes, you can identify an overall owner in the Success Plan set up on the C360, as well as different Objective and Task owners.


Success Plans and Objectives are currently NOT available at the Relationship level
Is there a template available for Success Plans? Yes, your admin can define success plan templates. You can use these templates for success plans.

 

Demo and Recap on Success Plans

Demo and Recap on Success Plans

A  quick recap demo on Success Plans

This 10-minute video reviews the Success Plans feature from an end-user perspective, as well as the necessary Admin configuration tasks. Success Plans help CSMs monitor and drive success with individual customers based on the objectives and criteria that you define.

Click the icon to view the video.