The OR(A)EO Perspectives

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

The OR(A)EO customer success framework

Perspective Status

The template allows tracking of the OR(A)EO perspectives for each of the customers in your portfolio. For every customer, each of the five perspectives can be flagged with a RAG (Red, Amber, Green) status.

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.

Concerns, Plans, and Tasks

If any of your perspectives are flagged amber or red, then there is a Concern that should be captured and tracked.

For example, the Relationship is flagged amber because the customer has had a prolonged and difficult trading period and has asked for a reduction in their ARR mid-contract. You have been told other suppliers have been asked and have angreed. So far, your organisation has pushed back on the request and it has resulted in a strain on the relationship with the executive sponsor.

For each concern, there should be a Plan to address the concern.

For example, you plan to address the concern by first having another meeting with your pricing and contracts team to see if there is anything creative that can be done. Perhaps extending the contract term rather than discounting. You then also intend to meet with the customer to understand more about what concessions other suppliers have made.

Each Plan, comprises a series of Tasks to meet the objectives of the plan and can be assigned to yourself or others in the extended account team.