Not all customers are the same—especially in the world of B2B, where customer expectations vary widely. The definition of “success” will be different from customer to customer, with an endless number of ways
to calculate and measure it, and it will also change over time. Even within a single category such as nonprofits, it’s easy to imagine how success might vary for a school vs. a hospital vs. a charitable foundation, for example.
For some customers, success might be defined purely by return on investment. For example, can the CFO see a 5x return? For other customers, success might rely on some specific milestone, such as whether a deployment timeframe meets a critical project need. For other customers, success is more about ease of doing business—is a system easy to use, and is support easy to engage?
Given this variability, a standardized customer health score is always going to be incomplete—and, ultimately, inefficient—as a guide for delivering customer success. That’s why customer success teams need to move
beyond these standardized health score formulas and into customer success planning.
Once you know each customer’s expectations, you can serve them in a way that ensures customer success. From the earliest stages of the customer lifecycle, the Customer Success Plan needs to be created, communicated and executed—so you can deliver on those expectations and create customers for life.
Learn how to develop a customer success plan that delivers on expectations and creates customers for life.