Mutual SuccessPlans
How might we enable customer success managers to effectively assist their customers on their business objectives?
2019
Summary
When companies spend high value of amount for an enterprise product to use within the company to achieve something, the customer success managers of the vendor company creates a plan in order to achieve value as agreed in their contract and there on continuously bring more value.
*Using familiar company names as an example. It is unrelated to actual customers of Totango
The solution we designed enabled the success managers to manage the plans with their customers within Totango and share it with customer as well.
My Role & Team
I was responsible for all design. I worked with a Product Manager and 4 engineers to understand the requirements, design a solution and implement it elegantly. I used Balsamiq, Sketch and Invision for this project.
Process
My Product manager did the initial research by talking to customers and understanding how they were currently managing their plans with the customers. I collaborated with him closely to understand the current user flow to create such an account plan. We also had lot of inputs from our customer success team and sales team based on their conversations with the customers and prospects.
Based on this understanding, I designed some low fidelity mockups using Balsamiq for us to get quick feedback from customers and internal stakeholders. We were able to quickly nail down on an approach because of this.
Once that was done, I refined the UI further to make sure the nitty gritty details worked well and looked good.
Persona
Our primary persona was the customer success manager, but among them especially the ones that played a strategic role and managed key customers of the company.
Pain Points
How do I effectively capture customer’s mutual objectives with us?
How can I use company’s best practices to create a plan in order to achieve the objectives that were mutually agreed upon?
How can I run my internal projects privately for the customer in order to achieve my goals?
How can collaborate effectively with the customer to achieve the objectives?
Old Flow
Customer Success Managers (CSM) used documents in the form of excel sheets, presentations etc and offline methods to work on the mutual plan. This required a lot of meetings and work post meetings to capture and create a plan. Once the plan was created, there were more meetings to provide current status. The CSMs would end up creating more presentations before these meetings in order to provide the exact status.
Iterations
