In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

The stage of the Customer Lifecycle where the Success Plan gets updated for the first time is during the Adopt phase. During this phase, customers begin to fully integrate and utilize the solutions they have implemented. At this point, it is crucial to assess how well the solutions are performing in meeting the customer's goals and to identify any new needs or gaps that may have arisen since the initial planning.

Updating the Success Plan in the Adopt phase allows the Customer Success Manager to align the ongoing support and guidance with the customer's evolving requirements. This proactive approach ensures that customers are not only effectively using the solution but are also realizing the maximum value from it. By revisiting and refining the Success Plan, the CSM can help the customer navigate challenges, adopt best practices, and drive further engagement with the product or service, ultimately leading to greater satisfaction and a stronger partnership.

Other stages, such as Onboard, Use, and Implement, focus on different aspects of the customer journey, including initial setup, active use of the product, and integration, respectively, but the first significant update to the Success Plan aligns specifically with the customer’s adoption and continuous improvement activities in the Adopt phase.