On request success management assesment
A one-time Success Management engagement is a focused, short-term initiative designed to help customers achieve specific goals within a limited timeframe. This type of engagement is typically tailored to address immediate needs or challenges, providing expert guidance and support to ensure successful outcomes.
Pre-Engagement Preparation
- Initial Discovery Call: The Success Manager conducts an initial call with you to understand their immediate needs, challenges, and goals. This includes gathering relevant background information about the customer’s current product or service use.
- Engagement Scope Definition: Based on the discovery call, the Success Manager defines the scope of the engagement, including specific objectives, deliverables, timelines, and success metrics.
Workshop or Consultation Session
- Kickoff Workshop: A one-time engagement typically starts with a comprehensive workshop or consultation. Depending on the complexity of the issues being addressed, this session might last a few hours to a full day.
- Use Case Analysis and Needs Assesment: During the session, the Success Manager works with the customer to identify critical use cases, analyze current pain points, and assess any new needs or impacts. This might include brainstorming solutions, reviewing existing workflows, and discussing potential optimizations.
Action Plan Development
- Customized Action Plan: Following the workshop, the success manager develops a tailored action plan that outlines the customer's steps to address the identified challenges or optimize their use of the product or service.
- Documentation of Recommendations: The Success Manager provides detailed documentation, including recommendations, best practices, and necessary resources or tools. This document serves as a roadmap for the customer to follow the engagement ends.
Follow-Up Support
- Post-Engagement Follow-Up: While the engagement is one-time, the Success Manager typically offers a follow-up session to review progress and address additional questions or concerns. This could happen a few weeks after the initial engagement.
- Support Resources: The Success Manager might also provide access to ongoing support resources, such as knowledge bases, community forums, or additional training materials, to help the customer continue making progress independently.
Final Review and Feedback
- Outcome Review: At the end of the engagement, the Success Manager reviews the outcomes with the customer, comparing the results to the initial objectives. This helps ensure that the engagement goals are met.
- Customer Feedback: The Success Manager collects feedback from the customer to evaluate the effectiveness of the engagement and identify any areas for improvement in future interactions.
Deliverables
- Initial Discovery Report: Summary of customer needs and engagement objectives, including collection of Success Management related data based on customers' situation/demand.
- Workshop Materials: Slides, notes, and other resources used during the kickoff session, along with preparation of workshops to align and prepare a success and action plan.
- Action Plan Document: A detailed roadmap with recommended actions, timelines, and success metrics, translating the outcome of the success plan into measurable KPI.
- Final Outcome Report: A summary of the engagement’s results, including any follow-up actions, feedback, and review of the KPI after an agreed length of time.
- Closing Presentation: Organisation of the closing presentation to summarize findings and outcomes.
