Hello

Welcome to Essential Customer Success+ (ECS+). There are a few things that you need to know to get the most out of this template.

ECS+ assesses a customer from multiple perspectives to ensure that every customer account angle is covered. These perspectives are where you, as a Customer Success Professional, will do the proactive work of ensuring that you ultimately get the renewal, or expansion contract.

The OR(A)EO Perspectives

There are five perspectives as follows.

The OR(A)EO customer success framework

Perspective Status

The template tracks each account across each of the OR(A)EO perspectives. The detail you capture for each perspective will result in a red, amber, or green (RAG) status for that perspective.

Overall Health

The overall health for each customer is amber if any of the five perspectives (excluding expansion) is amber. Also, the overall health is red if any of the five perspectives (again, excluding expansion) is red.

Plans, and Tasks

If any of your perspectives are flagged amber or red, then it is good practice to have a plan. The plan should transform the situation into one that can be flagged green.

More on the OR(A)EO framework

The OR(A)EO customer success framework is a set of practices, and tools across five perspectives. For more on the OR(A)EO framework see the Udemy Essential Customer Success training course.