We launched success plans earlier this year and we plans to use it even more in the coming months. One of the feedback we've received from our clients and our CSMs, using the success plans, is giving external users (our clients) the ability to check off objectives they've completed themselves.
I believe success plans are great tools but for a client to be truly successful, hands on learning and work needs to be done along side the work and training our CSMs are doing for the client.
Our success plan have internal (tasks only for our CSMs to see and do) and external (tasks that our clients need to do themselves) objectives. We would love if the external users, we share the success plan with, can check off objectives as they accomplish them. This provides more visibility to the client's progress through the success plan. The client (external user) and the CSM would actively see that actions that are happening real time and don't need to wait for a call to follow up if certain tasks have been completed or not.
Right now it's a "one way" success plan. Only the CSM can check off objectives and tasks... I think giving the client the ability to interact with the success plan can provide a whole different experience. One that will truly drive the success of the client and the CSM.