Success Plan
A structured and shared roadmap outlining what the customer aims to achieve, how the vendor's product can support this vision and the responsibilities of each party in attaining this outcome. This includes defining the milestones that must be reached to get to the predetermined value.
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THE TRUTH: If the success plan was unilaterally written by the vendor and shared with the customer, it's nothing short of an internal document with the customer's logo on it. A good success plan must be developed with the customer and periodically reviewed based on changing situations, priorities and what constitutes value.