The power of a solid value plan: Becoming a must-have

Integrate into workflows

The power of a solid value plan: Becoming a must-have

In the competitive landscape of today’s market, having a robust customer success strategy is paramount. And at the core of this strategy lies a powerful tool known as the Value Plan.

When customers invest in a product or service, they expect more than just a transactional relationship. They want guidance, support, and expertise on maximizing their investment’s value and integrating the product into their day-to-day workflows.

But how exactly do you achieve this? 

1- Ask the right questions early on– Understanding your customers’ workflows and needs is vital to make a successful value plan. Connect with your customers early on and ask the right questions before onboarding begins. Probe their pain points, goals, and expectations. Doing so will give you valuable insights enabling you to tailor the value plan to their unique needs. Here is a list of optional questions you can send as part of the handover process or ask as part of the kickoff phase:

  1. Select the top X use cases from the list below that would be your top priority to implement and integrate into your workflows. 
  2. What are the pain points or challenges you currently face in these workflows?
  3. What specific goals or outcomes can you achieve by implementing the new workflows?
  4. How do you envision the main difficulties of fitting into your existing workflows?
  5. Do you have any existing tools or systems that our product needs to integrate with?
  6. Who are the key stakeholders involved in your workflow, and what are their roles and responsibilities?
  7. Are there any time-sensitive events or deadlines we must consider during onboarding?
  8. How would you measure success after implementing the use cases?

2- Lead the way as a domain expert – By mapping out the customer’s use cases and workflows and clearly articulating how your product will address their pain points and deliver tangible value, you create a clear purpose for all sides. Showcase how your solution will improve efficiency, increase productivity, or drive revenue growth. Paint a vivid picture of the benefits they will experience.

3- Build a concrete plan to set your customers up for success– Customers want to see results, and they want them fast. Establishing a well-defined value plan instills confidence in your customers and drives them toward achieving their desired outcomes. One of the critical aspects of a solid value plan is clearly defining the steps and timeline required to demonstrate value. Break down the journey into manageable milestones and set achievable goals, owners, and due dates.

Here’s a suggested table template:

table 1

Demonstrating an End-to-End Example:

Scenario – a B2B enterprise tech company (5,000 employees) purchased “Future PM” – a project management software. The future PM CS team is now building a value plan to integrate into the new enterprise customer workflows. Here are the enterprise customer answers:

  1. Select the top 3 use cases from the list below that would be your top priority to implement and integrate into your workflows:
    • Use Case 1: Task Management and Collaboration
    • Use Case 2: Project Reporting and Analytics
    • Use Case 3: Resource Allocation and Tracking
  2. What are the pain points or challenges you currently face in these workflows?
    • Inefficient task allocation and tracking lead to missed deadlines and confusion.
    • Lack of real-time project visibility and reporting for effective decision-making.
    • Difficulty in managing and optimizing resource allocation across projects.
  3. What specific goals or outcomes can you achieve by implementing the new workflows?
    • Streamlined task management and collaboration leading to improved productivity.
    • Enhanced project reporting and analytics for data-driven insights and decision-making.
    • Efficient resource allocation and tracking resulting in optimized resource utilization and cost savings.
  4. How do you envision the main difficulties of fitting into your existing workflows?
    • Integrating the new software with our existing project management tools and processes.
    • Training employees to adopt the new workflows and overcome resistance to change.
  5. Do you have any existing tools or systems that our product needs to integrate with?
    • Yes, we use Salesforce as our CRM system and would require integration with Future PM.
  6. Who are the key stakeholders involved in your workflow, and what are their roles and responsibilities?
    • Project Managers: Responsible for overall project planning, execution, and delivery.
    • Team Leads: Oversee teams and ensure tasks are assigned and completed effectively.
    • Resource Managers: Handle resource allocation and availability for projects.
    • Executives: Need access to project reports and analytics for decision-making.
  7. Are there any time-sensitive events or deadlines we must consider during onboarding?
    • Yes, we have an upcoming project with a strict deadline in two months that we need to prioritize during the onboarding process.
  8. How would you measure success after implementing the use cases?
    • Increased task completion rate and on-time project delivery.
    • Improved project visibility and real-time reporting.
    • Enhanced resource utilization and cost savings.

Here is a value plan template based on that:

table2

Conclusion: 

In the world of customer success, a solid value plan is essential to increase stickiness and become a must-have. Remember to connect with your customers early on about workflows, ask the right questions, offer personalized use cases, and provide a clear roadmap toward success. 

1 thought on “The power of a solid value plan: Becoming a must-have”

  1. I loved this!
    The content, the main idea and the way it’s articulated – presenting and defining the concept and then using some real life examples!

    Thanks

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