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Writer's pictureGuy Galon

CS Projects under scrutiny

Customer Success projects will be scrutinized in 2024, and CS Leaders should be able to justify their plans and budgets.


Here are five considerations to help you secure essential projects and initiatives in your CS program:


  1. 𝐂𝐒-𝐝𝐫𝐢𝐯𝐞𝐧 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 initiatives should demonstrate the contribution and alignment with the company’s strategy. For example, the positive impact on “keeping a 95% retention rate” or “increasing NRR by X%.”

  2. 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 targets should be agreed across the organization and aligned with the overall direction from management. In particular, it should be clear how efficiency is measured. For example, a CS plan will target the increase in the number of accounts managed by CSM (per customer segment).

  3. Base your 𝐒𝐜𝐚𝐥𝐞 initiatives on Digital CS strategy promoting additional touch points and one-to-many communication with customers. Tie the CS plans with the company's growth trajectory.

  4. 𝐃𝐚𝐭𝐚 𝐀𝐧𝐚𝐥𝐲𝐬𝐢𝐬 projects should be coordinated with other teams (sales, marketing, product) to have “one source of truth.” It is more convincing when the teams are aligned about the data they collect and analyze to derive meaningful conclusions.

  5. 𝐂𝐒 𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐢𝐚𝐥 𝐠𝐫𝐨𝐰𝐭𝐡 – AI and automation will enable efficiency, scale, and data analysis while the CSM role will evolve.  Your initiatives should lead to improving collaboration with sales and driving CSM to be more influential in driving CS opportunities.


And one more. Everyone expects AI to be incorporated- the challenge is to fit it into your existing technology stack and way of working. Treat it as any other change, ensure the use case is clear, and that you "walk first before you run."


What are your considerations when approving the 2024 CS plan?


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