Hosted by CS thought leader Natasha Evans, this special edition of The Monthly Sync, we’re diving deep into one of the most critical – and often overlooked – tools in a CSM’s toolkit: the customer success plan.
She unpacks the OGSM framework (Objectives, Goals, Strategies, and Measures) and explains how it provides a clear, repeatable structure for building effective success plans that align customer goals with measurable business outcomes.
Tash also shares insights on balancing leading and lagging indicators to measure success effectively, before closing with a live Q&A session addressing common challenges in implementing success plans.
Whether you’re building your first success plan or looking to refine your approach, this episode is packed with practical strategies to elevate your customer success practice.
Key Takeaways
- Success plans are essential for aligning customer goals with business value.
- Success plans are not one-time efforts—they require continuous management and iteration.
- Context is critical when framing objectives with customers.
- Goals should be specific and measurable to ensure progress tracking.
- Strategies must link directly to goals and objectives for maximum impact.
- Leading and lagging indicators both play a role in measuring outcomes.
- Collaborative planning strengthens trust and enhances plan effectiveness.