How to Build Effective Customer Success Plans | Disha Gosalia

#SuccessPlans #CustomerSuccess

In this 11th Customer Success Executives Roundtable event, CSM Practice invited Disha Gosalia, VP of Customer Success at New Relic to share her insights on customer success plans and firsthand experience of driving value realization methodologies.

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👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩

Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth.

Click here to download the workbook:
🔗 unlock.thecustomermethod.com/downloadcskpicheat…


2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨

Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.

Click here to join:
🔗 unlock.thecustomermethod.com/newsletter

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?

Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone.

Click here to learn more:
🔗 unlock.thecustomermethod.com/customersuccessf19…

Want to get the slides from the presentation? Here's the download link: ⬇ csmpractice.com/slides-success-plans-value-real…


Here are some bonus resources for you!

📑 Read this Case Study:
CSM Practice and New Relic: Scaling customer success to double revenue
csmpractice.com/case-studies/new-relic/

🎥 Watch this video: How to Develop A Customer Success Program
Link: youtu.be/H3FSCGhX6fE

📑 Here are some good reads:
Success Plans in Salesforce
Link: csmpractice.com/success-plans-in-salesforce/

📑 3 Awesome Gainsight Implementation Tips
Link:csmpractice.com/3-awesome-gainsight-implementat…

Watch this video to get a full understanding of Success Plans Tips and Best Practices for Customer Success.

00:00 Intro
01:31 About the Company
02:53 Organizational Chart
04:47 Coverage Model
05:41 Success Plan Challenges
07:27 Root-Cause
09:07 Success Plan Key Initiatives
12:29 Success Planning Framework
19:40 High-level KPI process
22:35 Mindset shift
24:28 Customer-Centric Success Plan
26:39 Success Plan tips
28:18 New Customer Handshake
32:01 Business Goal Alignment
33:58 Team Compensation