Managing customer success plans and roadmaps

Managing customer success plans and roadmaps involves creating and implementing strategies to ensure that customers achieve their desired outcomes and business objectives. This includes developing and administering processes and programs related to customer success plans and roadmaps, analyzing customer data to identify patterns and opportunities for improvement, and continuously improving customer success processes to enhance customer satisfaction and loyalty. It also involves promoting a culture of customer service excellence and maintaining positive relationships with customers.

Beginner competence definition

At the beginner level, professionals understand the basic principles of customer service and the company’s policies and programs related to customer success plans and roadmaps. They are able to participate in managing customer success plans and roadmaps, communicate effectively with customers and stakeholders, and follow established protocols and procedures related to customer success plans and roadmaps.

Intermediate competence definition

At the intermediate level, professionals have a deeper understanding of customer success strategies and their application to the company’s needs. They are able to lead efforts to develop and administer processes and programs related to customer success plans and roadmaps that align with the company’s overall business goals and values. They are also able to analyze customer data to identify patterns and opportunities for improvement, and communicate effectively with customers and stakeholders. They also have the skills to train and coach others on customer success strategies and policies.

Advanced competence definition

At the advanced level, professionals have a comprehensive understanding of customer success strategies and their application in complex, global organizations. They are able to design and implement customer success plans and roadmaps that comply with legal and regulatory requirements, promote customer satisfaction and loyalty, and align with the company’s overall business goals and values. They can use advanced techniques such as customer segmentation, persona development, and outcome-based customer success planning to identify customer needs, develop customized success plans and roadmaps, and measure progress towards achieving desired outcomes. They also have strong leadership skills, with the ability to inspire and motivate teams to achieve customer success goals and drive continuous improvement throughout the organization.