Customer Success Leadership Community

What internal documents should be included in an account plan?

  • 1.  What internal documents should be included in an account plan?

    Posted 07-01-2021 04:53
    Hi all,

    I am currently working on developing a new account plan with the purpose of ensuring a unified and aligned WoW in the CS teams.
    I am doing interviews with our former AMs and other SMEs in the company to gain as much information as possible regarding best practices, preferred WoW with account plans, preferences etc.  

    I would really appreciate tips and tricks from you:
    - What are your experiences working with account plans?
    - In your experience what does an account plan contain?
    - Important things to remember when working with account plans?

    It is important to mention that I divided the success plan and the account plan into an external doc and an internal doc. 

    Excited to hear about your experiences. 

    Best 

    Julie 




    #CustomerSuccess
    #Metrics
    #Outcomes
    #RevenueManagement
    #Strategy

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    Julie Schifter
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  • 2.  RE: What internal documents should be included in an account plan?

    Posted 07-08-2021 21:03
    Just a few that come to mind.

    their onboarding docs, their data flow mapping, sales discovery docs, project notes, product roadmap, sales campaign notes, contracts, RACI chart, timeline/journey map for all involved departments, deliverables. If it has a need to know basis, it should be in the plan for reference.

    the important thing with working with an account plan is to be well coordinated with the primary stakeholders of each affected department. That way there is not a lapse in communication

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    Kevin Mitchell Leonor
    Customer Success Manager
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