Success Plans in Salesforce
Your strategic account segment most likely holds the most potential growth in revenues, through upsells, cross-sells and referrals. As such, it is no surprise that customer success teams assign a high-touch engagement model to manage those strategic accounts.
Upsells and cross-sells opportunities within that segment are not found through sheer luck. It requires a diligent customer success manager to develop success plans, to set quantifiable goals, set playbooks and calls to action, and then monitor quantifiable metrics and demonstrate business outcomes.
Although Salesforce does not offer a Success Plan custom object, CSM Practice Salesforce developers can help create a Success Plan tool that supports customer success managers to launch a proactive engagement model, promote value and expansion.