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Research Report

Compare and Contrast: Account Plans to Customer Success Plans

This report is for Customer Success members only

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One of the consequences for technology and services companies as they make the transition to selling subscriptions and XaaS offers is that coordination of resources and activities across the customer lifecycle becomes more important.

There are two immediate implications of ensuring that there is not a high degree of collaboration between different functions:

  • A lack of clarity in terms of roles and responsibilities in customer engagement, which often leads to customer dissatisfaction.
  • Revenue opportunities are not optimized due to insufficient or ineffective planning.

This is the second in a series of papers that explores three key topics in relation to the economic impact of making the move to a new customer engagement model for recurring revenue offers. They are:

  1. "Compare and Contrast: Sales Account Managers to Customer Success Managers"
  2. "Compare and Contrast: Account Plans to Customer Success Plans and Playbooks"
  3. "Critical Handshakes between Sales and Customer Success"


Authored By:

Stephen Fulkerson

Senior Director, Customer Success Research, TSIA

Martin Dove

Vice President, Subscription Sales Research, TSIA

Thomas Lah

Publish Date: April 12, 2021

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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