Scaling Customer Success: Personalizing Task Plans for High Growth

Task plans are at the core of every customer journey. They help measure progress, visualize key milestones, and ensure everything remains on track. Task plans can be managed in two ways: as a team or as an individual. Team task plans are performed in collaboration with other team members, where tasks are assigned to owners and progress is completely transparent to everyone working on the same plan. Individual task plans solve a different pain point; each user performs each task, and the user is accountable to themself to progress through the task plan. When scaling customer success teams you should take both under consideration. In this blog we will discuss scaling customer success.

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Task Planning 101: How to Determine if dan Individual Task Plan is Right for You

Do many users need to follow the same steps? Are there overlapping tasks that individuals are expected to complete as part of onboarding? Are you looking to share an academy course as part of customer training?

An individual task plan could help with these use cases. When sharing a user-based task plan on a customer hub, each user will only see their unique progress - even if other team members have been assigned the same task plan and view the same hub. Such a solution is essential for personalizing hubs at scale for individual users, as the CSM shares the same portal with the account, while the individual users navigate through a personalized experience at their own pace.

Customizing Task Plans for User Roles

User-based task plans allow users to manage their tasks individually and at their own pace. But, if ‘champion’ users require a different task plan to ‘admin’ users, how can these users still use the same customer-facing portal to manage their tasks? How can the CSM ensure each user only sees the task plan that is relevant to them? Welcome to the world of personas.

Personas are a way to classify different users, like account 'champions', 'executives', and 'users'. By applying persona-based visibility rules on user-based task plans, all users in the one account can use the same portal, but each user will see the relevant task plan based on the visibility rule applied for their persona. It's important to remember that all customer portals have unique purposes and you must manage your portals and task plans based on your requirements. Have a look at this decision tree to visualize what's required of your task plans:

Crafting a Tailored Onboarding Experience 

Incorporating a user-based task plan in your customer portals can streamline the onboarding process and ensure that each user completes the necessary steps to start working with your product. For instance, users may have individual tasks that overlap with others, such as updating their profile, connecting their accounts from other systems, and completing key product tours. With a personalized task plan, each user can efficiently navigate through their specific onboarding journey. So, if users have unique tasks based on their roles and responsibilities, you can present each user with their required steps based on their role by adding persona-based visibility rules to your user-based task plans.