Transforming Data into Action: Introducing the Customer Get Well Plan
In my previous blog series on Customer Health Scores in Success Management (Part 1 and Part 2), we discussed the intricacies of assessing customer health at various stages and emphasised the importance of leveraging metric-based scores enriched with CSM insights for a more accurate understanding of client well-being. Now, in this article, I am excited to introduce you to the practical application of these insights through the “Customer Get Well Plan.”
The Customer Get Well Plan: A Five-Section Framework
1. Health Score Metrics
Let’s kick off with the Health Score. When a customer’s health score dips below a certain threshold, indicating an “unhealthy” status, it’s time to intervene. However, turning an abstract score into actionable steps poses a challenge. Therefore, the first step in crafting your “Customer Get Well Plan” involves deconstructing the aggregated health score. Analyse the metrics where points were lost. For example — was it due to prolonged time to production, low product/service usage, excessive support tickets, or poor engagement rates? Identify these areas for further scrutiny.
2. Key Problem Statements
Once you’ve pinpointed the metrics affecting your health score, translate them into “Key Problem Statements.” These succinctly outline the issues at hand, providing context, scope, and impact. For instance, if delayed production is flagged, delve into the reasons behind it, such as infrastructure provisioning challenges or implementation delays. Each problem statement serves as a roadmap for addressing the underlying issues effectively.
3. Mutual Action Plan
Now comes the crux of the “Customer Get Well Plan” — the Mutual Action Plan. Here, creativity and strategic planning are key. Brainstorm solutions to tackle the identified problems, involving stakeholders from sales, solution engineering, and professional services. Collaborate with your customer success team to leverage collective insights and experiences. Establish a repository of activities tailored to address specific challenges, fostering synergies across different customer use cases.
4. Logistics
In this section, outline the logistics of plan execution. Schedule regular sync-ups with internal teams and stakeholders, such as weekly stand-ups or status emails. Ensure alignment and commitment from all parties involved to execute the plan seamlessly.
5. Updates
Finally, maintain a dynamic “Updates” section to track progress. Regularly document achievements, setbacks, and lessons learned. Always have a clear roadmap for the next steps, guiding the journey towards customer health improvement.
Conclusion
The “Customer Get Well Plan” provides a structured approach to translate data-driven insights into tangible actions. By identifying key problem areas, collaborating on tailored solutions, and maintaining transparent communication, success managers can drive meaningful outcomes and foster long-term customer satisfaction. Remember, the journey towards a healthy customer is iterative — adapt and evolve your approach to meet evolving needs and challenges. Let the “Customer Get Well Plan” be your roadmap to success in customer-centricity.
