Transcript

In this video, we’ll create a Success Plan in Totango. Major topics include developing objectives and customizing action plans.

In addition to managing a portfolio, your role as a Success Manager may also require you to prepare strategic action plans, beyond day-to-day tasks. The Plan tab on an account profile is a great place to start!

You should already be familiar with this tab as a home for all of the account-related tasks–either those that are automatically assigned by SuccessPlays, or those that are manually assigned (also known as “to-dos.”) The Plan tab is also home to Success Plans. Here, you create action plans that are linked to the customer’s goals, as well as share those plans within Customer Portal.

There are two main components of a plan: The Plan Summary and Objectives. The Plan Summary is a free-form text area where you can enter the high level goals you’re working toward on this account.

For example, my point of contact is focused on improving customer advocacy and increasing retention, and she provided me with specific metrics she’s tracking. The plan summary area does not have the option to be shared with customers, so you can also update this candidly with your own notes.

The plan objectives *do* have the ability to be shared with customers, so keep that in mind when you add details. In addition to the objective itself, you can also add specific steps via tasks and/or SuccessPlays that will drive the completion of this objective. You can use any combination of plays and tasks in an objective–including building custom plays specific to this customer.

Just note that if you don’t add a SuccessPlay to an objective–or if you just add one-off tasks that are not part of a play–those objectives are not shareable externally with your customers, and those one-off tasks will fall under a different bucket in the customer’s view.

To add a new objective, you can either select “+ Add New Objective,” (like we did), or the flag icon under the quick start menu. If your Totango administrator has already prepared some starter objectives in your SuccessBLOC library, you may choose one of these objectives.

In my example, one of the objectives is to implement a customer advocacy program. I’m going to choose SuccessPlay. Here you may also find pre-built SuccessPlays. If one of these plays helps you achieve the objective, by all means select it and start customizing the tasks.

But, in many cases, you will want to create a custom SuccessPlay so that you can include tasks specific to your customer’s processes. For our first play, we will outline the tasks necessary to start getting more reviews on G2. In our scenario, my client has never done this before, so the first task is making sure they’ve claimed their profile on G2 and get their referral link. Since this is a task for my client to do, I’m going to assign it to her.

Now I’ll add another task for her to create the G2 campaign. Including as much custom detail as you have can really help this process run smoothly. Because we assigned these tasks to our client, Sally, I also want to turn on this option to share the entire play with her. This way, I can list her as co-owner. Now I can run the play and click to confirm.

I now see the objective, the SuccessPlay, and the two tasks we added for Sally. Sally doesn’t have access to the plan…yet. I can keep refining the plan by adding plays and objectives. In another video, we’ll show you how to share the plan and best practices for collaborating within Customer Portal.