Establishing a customer success plan
This e-learning course "Establishing a customer success plan" will help you to better master this topic in a professional context.
This course aims to help you understand the strategic role of the customer success plan.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "Establishing a customer success plan".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Why create a plan for customer success?Module 1 of the “Customer Service & Customer Success” pathway – also available as a standalone moduleGain perspective on your role as a Customer…Module 1 of the “Customer Service & Customer Success” pathway – also available as a standalone module
Gain perspective on your role as a Customer Success Manager!
This module offers an immersion into the strategic stakes of a well-constructed Customer Success Plan. It will help you understand why this document is much more than just a deliverable: it is a key lever for establishing a proactive, sustainable, and results-oriented customer relationship.
You will discover how a success plan:
- Facilitates alignment between your client's business objectives and the true functionalities of your solution
- Positions your role not only as a supporter but as a full-fledged business partner
- Anticipates risks, structures successes, and maximizes product adoption
Why take this module?
- To transform your customer approach: from occasional follow-up to managing a success journey
- To anchor the value of your product/service in the real objectives of your clients
- To lay the foundations for a strategic and loyalty-building customer relationship
This module is an integral part of the e-learning pathway “Customer Service & Customer Success,” but can also be taken independently to strengthen your practices and build solid customer foundations.
Pillars for ensuring sustainable customer successCan you imagine being able to build a clear, structured customer success plan aligned with your customers, without starting from scratch each time? This…Can you imagine being able to build a clear, structured customer success plan aligned with your customers, without starting from scratch each time? This module is for you.
Integrated into the "Customer Service & Customer Success, this module can also be taken independently by any professional wishing to strengthen their key skills in Customer Success Management.
In this module:
You will discover the essential fundamentals for building an effective and operational customer success plan:
- The key elements of a high-performing customer success plan: objectives, KPIs, milestones, responsibilities
- The typical structure of a Customer Success Plan used by industry leaders
- Concrete and proven models to guide you: V2MOM, OKRs, Success Milestones
- Directly applicable advice to ensure alignment between customer objectives and product value
Why is this module strategic?
Because a well-designed success plan is the cornerstone of a lasting and proactive customer relationship. It allows you to:
- Promote adoption and loyalty
- Reduce churn risk
- Create a common framework among all stakeholders
Ideal for:
- Customer Success Managers
- Customer Onboarding Specialists
- Support or Customer Relations Managers wishing to structure their processes
This module provides you with a clear, professional, and replicable framework to transform your customer support processes into growth drivers.
Techniques for developing an effective success planCreate truly engaging and high-performing customer success plans.This operational module provides you with the essentials of the methods to master in order to formalize…Create truly engaging and high-performing customer success plans.
This operational module provides you with the essentials of the methods to master in order to formalize a success plan that makes sense of the KPIs, engages your stakeholders, and enhances your product as a vector of customer performance.
- Concrete techniques to apply starting today
- Common mistakes analyzed to gain legitimacy
- Useful content whether you are a beginner or experienced
You will learn to:
• Identify the essential steps of a structured success plan
• Adapt practices to the specific needs of your clients
• Create a clear alignment between the proposed features and client objectives
• Guide the conversation with the right strategic questions
• Establish a recognized methodological framework in Customer Success
An interactive simulation mimics real exchanges with a client: you practice asking the right questions, negotiating success criteria, and clarifying key performance indicators.
This module can be taken independently or as a complement to the e-learning training path “Customer Service & Customer Success”, for a gradual and comprehensive skills enhancement.
Develop success plans with concrete practicesE-learning module for Customer Success Managers & Onboarding SpecialistsAvailable solo or integrated into the "Customer Service & Customer Success" pathwayTake action with realistic customer…E-learning module for Customer Success Managers & Onboarding Specialists
Available solo or integrated into the "Customer Service & Customer Success" pathway
Take action with realistic customer scenarios to better master the art of the success plan.
Do you know the fundamentals of a customer success plan? It’s time to experience them in action. This 100% practical module immerses you in three interactive scenarios that reflect the daily life of a Customer Success Manager. Your choices will shape their progression, allowing you to tailor your approaches based on specific profiles and contexts.
Through these simulations, you will learn how to ask the right questions from the strategic kick-off, align business objectives with product features, and identify the right KPIs and steering milestones.
Ideal if you are looking for concrete answers to the following questions:
- How to effectively engage a customer in their own success?
- How to transform onboarding into a lever for retention and upsell?
- What indicators to monitor to anticipate churn risks?
This module includes:
- 3 customizable interactive cases based on real situations
- A self-assessment quiz to validate your learning
- A final summary led by our virtual coach
Whether you are structuring your Customer Success approach or seeking field improvement, this module is an operational key to enhance your skills.
🔹 To be followed alone or as a complement to the complete "Customer Service & Customer Success" pathway.
Master quiz - Establishing a Customer Success PlanInteractive game: Test your knowledge and become a Customer Success expert!This fun and highly engaging module immerses you in a quiz inspired by classic…Interactive game: Test your knowledge and become a Customer Success expert!
This fun and highly engaging module immerses you in a quiz inspired by classic television game shows with levels. It can be taken independently or integrated into a complete course dedicated to Customer Service & Customer Success.
You will need to answer 15 multiple-choice questions directly related to the best practices of Customer Success Management, and more specifically to the effective implementation of a customer success plan. Answer correctly to reach the top and validate all levels!
Game concept:
Like in a suspense TV game:
- 3 key levels secure your progress (questions 5, 10, and 15)
- 3 lifelines to help you achieve success:
- Change the question
- Eliminate two wrong answers
- Consult an expert tip (hint)
An ideal format if you want to:
- Train quickly and dynamically
- Validate your knowledge in Customer Onboarding and Success Plans
- Challenge yourself on the best operational practices in the industry
- Prepare for a client meeting with more confidence
- Integrate a results-oriented approach in your interactions with clients
Target audience:
Customer Success Managers – Customer Onboarding Specialists – Customer Service Managers
Recommended use: in personal challenge mode or as a completion of the full course “Customer Service & Customer Success”.