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Annual Plan One-Pager

The year in phases, the big pieces of work and the targets.

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What’s on It

  • TargetsTargets for the Year
  • PhasesThe Year in Four Phases
  • RoadmapRoadmap by Team
  • Headline numbersBudget
  • Key pointsHeadcount
  • Key pointsRisks

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Annual Plan 2027
Customer Success · approved 1 October
Targets for the Year
Renewal rate91% / 95%
First reply under 4 hours78% / 90%
Accounts expanded22% / 30%
The Year in Four Phases
Q1
Fix the basics
New help desk
Data clean-up
Q2
Self-serve help
Chat bot
Academy v1
Q3
Expansion plays
Upsell plays
Partner track
Q4
Scale and review
24/7 cover
Plan 2028
Roadmap by Team
Q1Q2Q3Q4
Support
New help desk
Chat bot
24/7 cover
Success
Health scores
QBR kit
Upsell plays
Plan 2028
Training
Academy v1
Certificates
Refresh
Ops
Data clean-up
Dashboards
Forecasting
Budget
Total
$3.1M
People
62%
Tools
18%
Programmes
20%
Headcount
Grow from 18 to 24 people
2 hires in each of the first 3 quarters
Risks
Churn rises if onboarding slips
New product launch moves to Q3

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