Creating Customer Success Plans

Legacy Feature: Customer Success Plans use V1 Mail Merge templates. If your account has migrated to V2 Tag Templates, the template referenced below will not work. Contact support@scopestack.io for guidance on achieving equivalent functionality with V2 templates.

Note: Some navigation paths and download links in the steps below may not match your current account. This feature predates several Settings UI changes. Contact support if you need help locating these options.

The Customer Success Plan is an integral part of the Cisco Lifecycle Advantage partner program. Cisco has approved this best practice format to meet all appropriate requirements for rebate submission.

If you would like Customer Success enabled for your account, please contact our Support team.

Step 1: Create Customer Success Specific User Defined Fields. You will need to create the variables to match the Customer Success Template so that you can input the appropriate information about your projects. Those variables include:

Offer/Solution Sold: offer
Cisco Deal ID/SO #: deal_id
Renewal Date: renewal_date

You can add these fields in the User Defined Fields section under Governance in the Settings Menu in ScopeStack. They are all text variables and don’t need to be required.

Step 2: Load the Customer Success Plan template into your account as a Document Template. You can download the Customer Success Plan Template from our template library online.

You can add this Document Template to your account in the Document Templates section under Documents in the Settings menu.

Step 3: Create a project, add in the information and download it as a Customer Success Plan. You’re now ready to create a Customer Success Plan! You can create a project or modify an existing project by adding values for the new variables you added. Those fields are available in the Project Overview section under the General section of settings on any project. When you are ready, you can click Generate and select “Customer Success Plan” as the document type.

Bonus Tip: Our team has found it very helpful to create a Project with ALL of your technology-specific Outcomes and KPIs, then duplicate that project when you are ready to create a new CSP. You can delete the Outcomes you don’t need for that particular plan.