Compare and Contrast: Account Plans to Customer Success Plans

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"