Create a joint success plan with outcomes, measures, milestones, owners, risks, evidence, and review dates.
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Use this for a shared account plan or an internal working draft.
Record the customer's outcomes in their words, why each matters, baseline, measure, target, source, executive sponsor, working owner, and review date. Mark a proposed target as proposed until the customer agrees.
For each outcome list milestones, owner on each side, due date, dependencies, completion evidence, and current status. Add open product, support, training, data, and change-management risks only when they apply. Link every action to an outcome; remove routine activity with no clear purpose.
At each review, show what changed, evidence received, decisions made, blocked items, and the next owner-led action. Keep an assumption and decision log.
Never invent agreement, progress, customer sentiment, or a target. Do not turn an internal plan into a customer commitment, and do not send it without owner approval.
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