# Success plans

> Set a measurable or qualitative goal for a customer, track its progress, and reuse plans as templates.

A success plan is one goal for one customer, with a start date, a due date and a way to measure progress. Find them under **Projects › Success plans**, or on the **Success Plans** tab of a customer's page.

## Two kinds of plan

| Type | Use it for | How progress is tracked |
|---|---|---|
| **Quantitative** | A number you can measure, like seats in use or adoption rate. | A **Starting value** and a **Target value**, as a **Number** or a **Percentage** (**Field type**). You update the **Actual value** as things move. |
| **Qualitative** | A goal that isn't a number, like "exec sponsor engaged". | A **Starting percentage** you raise as the goal gets closer (**Actual percentage**). |

For a quantitative plan, the starting value and target value can't be the same.

## Create a success plan

1. Click **Add success plan**.
2. Pick the **Customer** (already filled in on a customer's page).
3. Either pick a template under **Use template** and click **Apply template**, or click **Add new success plan** to start empty.
4. Fill in the form:
   - **Success plan name**, **Success plan type**, **Start date**, **Due date** and **Stage** are required.
   - **Description**, **Risk factors**, **Key contacts** (people at the customer) and **Assignee** are optional.
   - The value fields depend on the type (see above).
5. Click **Create success plan**.

## Track a plan

Open a plan from the list (or **Manage** in its menu). You can:

- update the **Actual value** or **Actual percentage** and watch **Progress**,
- change the **Stage**: **Not Started**, **In Progress**, **On Track**, **Behind**, **On Hold**, **Completed**, **Incomplete** or **Cancelled**,
- edit the goal, description, risk factors and key contacts,
- add notes with **Add note**.

Click **Save changes** to keep your edits.

## Complete a plan

Click **Complete plan** and confirm with **Complete**. *"You won't be able to edit it after proceed."* The plan moves to the **Completed** list.

**Delete** in a plan's menu removes it after you confirm.

## Success plan templates

Templates live under **Projects › Templates**, in **All Available Success Plan Templates**.

1. Click **New template**.
2. Fill in the same kind of fields as a plan: name, type, starting and target values, starting stage.
3. Click **Create template**.

Use the menu on a template to **Edit** or **Delete** it. Each template shows how many customers it is used for.

## Notifications

These notifications are about success plans. Turn each on or off in [Notification settings](/settings/notifications/).

- **Success Plan Approaches Due Date**: to the plan's assigned CSM, one day before the due date.
- **Success Plan Stage Updated**
- **Success Plan Actual Value Updated**
- **Success plan progress changed significantly**