CS Victory Plan Q3 2024

CS VICTORY PLAN Q3 2024 "If you think you can, or if you think you can't, you're right.”
Goals	Priorities	Values
Churn: Combined 2.75% Upsell: $53,460 References: 20%	Build a Championship Customer Success Culture Our Investments Prepare us for the Future Learn to Forecast	Financial Success Accountability/Ownership Great People Continuous Improvement
Business Results (25%)
Key Objective (Goal)	Result (Measurement)	Q3
Increase Retention	90% Gross Retention Launch engagement models for Strategic, Core, and Digital customers: Engagement models live for all customer types by July 31. Increase predictive risk identification and anti-churn playbooks: 10 Risk Mitigation Plans developed and in use.	🟢
Improve CS Efficiency	CS Efficiency Increases by 10% Reorganize Team Structure: Completed by 19 July Deploy Engagement Models: Completed by 31 July Track adherence to engagement models using velocity score: Score established and used to measure CSM Operational Efficiency	🟡
Enhanced Customer Experience	Establish Forecasting Routines Train CSMs on new models: Initial Training Complete by 31 August Implement churn forecasting: Churn forecasting dashboards live by 31 July	🟡
Drive Insights	Standardize VOC Standardized churn engagement, NPS, CSAT, and Feedback surveys deployed and data collected by 31 August. Standardize motion for sharing VOC to business by 30 September	🟡
Operational Excellence	Account Plans and Digital Success Document success and risk plans for strategic customers: 50% of strategic customers by 15 September Standardize digital CS processes: Digital CS processes standardized and implemented.	🟡
Customer Satisfaction (25%)
Key Objective (Goal)	Result (Measurement)	Q3
Drive Exceptional Customer Satisfaction	Establish NPS, Maintain CSAT Develop the NPS program and start collecting data by August 31 Implement a regular CSAT survey by September 30	🟡
Increase Customer Advocacy	20% of our customers are referenceable (i.e. analyst, case studies, public logos, sales references, press references) Identify and engage potential customer advocates by September 30	⚫
Amplify Voice of Customer	Establish Executive Sponsor Program (ESP) and internal feedback channels Launch Executive Sponsor Program by September 30	⚫
Employee Engagement (25%)
Key Objective (Goal)	Result (Measurement)	Q3
Communicate with our Talent	Monthly Victory Plan Review (onsite) Conduct monthly review meetings starting in July	🟢
Grow our Talent	100% of the CS TEAM has 1-3 growth areas with mutual review every 90 days Identify growth areas and set up review processes by July 31	🟡
Galvanize our Talent	Feedback System and Review Launch feedback system and conduct initial reviews by August 31	⚫
Recognize our Talent	Quarterly/Monthly/On the spot recognition program for all CS TEAM (driven by Velocity Score) Develop and launch recognition program by September 30	⚫
Operational Excellence (25%)
Key Objective (Goal)	Result (Measurement)	Q3
Operationalize Victory Plan	Monthly updates in the all-hands and subsequent rally conversations around yellow and red items with produced action plans Start monthly updates and rally conversations from July	🟡
Enable Everyone	Based on Engagement Model - 90% of net new Strategic renewals (50% of Strategic Customers) have a documented Success Plan and Risk Mitigation Plan Develop success and risk mitigation plans by September 30	🟡
Align on Risk	Production of at least ten (10) Risk Mitigation Playbooks that are specific to risk type and drive account teams to address risk proactively Create and distribute playbooks by September 30	🟡
Digital CS - Systems and Process	Establish digital CS systems and processes Implement necessary digital systems and processes by September 30	🟡