Success plans
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
Section titled “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
Section titled “Create a success plan”- Click Add success plan.
- Pick the Customer (already filled in on a customer’s page).
- Either pick a template under Use template and click Apply template, or click Add new success plan to start empty.
- 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).
- Click Create success plan.
Track a plan
Section titled “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
Section titled “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
Section titled “Success plan templates”Templates live under Projects › Templates, in All Available Success Plan Templates.
- Click New template.
- Fill in the same kind of fields as a plan: name, type, starting and target values, starting stage.
- 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
Section titled “Notifications”These notifications are about success plans. Turn each on or off in Notification settings.
- 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