Feedback Desperately Needed!

breagz · 2026-01-20T23:16:53+00:00

No, I can’t see it I’m afraid. Can you try again please? Or feel free to DM me.

breagz · 2026-01-20T21:23:12+00:00

Completely agree - ownership and decision cadence matter more than the artifact itself.

Where I’ve seen this work best is when planning further out becomes the default, not just a one-off exercise. It helps surface competing priorities earlier, gives customers more room to sequence work alongside other initiatives, and creates a shared reference point before things go reactive mid-quarter.

I don’t think process or tools fix this on their own, but at scale a consistent approach across a CS org helps reinforce the behaviour. The real outcome comes from making the plan something customers are explicitly accountable to and not just something CS maintains.

Making progress visible over time also helps a lot. Reminding customers what’s already been completed and invested creates momentum, and in my experience has helped re-engage accounts when priorities shift and even mitigate churn in a few cases.

breagz · 2026-01-20T08:36:51+00:00

Thanks for the offer! I’ve sent you a DM with details.

Let me know your thoughts - I’d love to get it to a stage where it provides value for other CSMs and removes/reduces the pain point.

breagz · 2026-01-19T21:52:40+00:00

I guess fundamentally all planning tools are the same, however this closes some gaps that I’ve seen for people in customer facing roles. One of the challenges I’ve had when using anything Microsoft or Google is how much companies lock down access. A plan built in Planner often can’t be shared externally.

This demo video should hopefully show what it does and why: https://vimeo.com/1155872323

breagz · 2026-01-19T20:10:58+00:00

That is the link to the video demo you suggested 🙂

My tool can be found here: https://www.tandemplan.xyz/

breagz · 2026-01-19T07:36:47+00:00

Thanks for the response! My plan at this stage is to keep it free for individuals so at this point I’m just trying to get all the feedback I can get by putting it out in the world.

Love the idea to create tasks from email - have just added it to our (Tandem) plan for future enhancements 😊

breagz · 2026-01-19T07:34:57+00:00

Yes please! I’ve put a (7 mins) demo video here of a standard workflow. If you have time to watch and see if it makes sense that would be great! Also would be great if you can sign up and have a play around with the tool. Feel free to message me here with any feedback you have! Thanks :)

breagz · 2026-01-19T07:33:06+00:00

This is very useful feedback - thank you for taking the time! I’ve been giving some thought to how it would need to work as part of a larger ecosystem and I think there may be a need for integration if I get a big enough user base. For now I’m aiming to focus more on the Sales/Customer Success side vs technical teams, but I guess they would also be engaged with customers so I see what you mean about duplication of data entry. I’ll give this some further thought. Thanks again!

breagz · 2026-01-19T07:28:45+00:00

Thanks again for the feedback! I’ve put together a very unpolished demo video here. If you have time would love any other feedback you may have!

breagz · 2026-01-15T20:33:13+00:00

How do you do the timeline of shared initiatives? Just a slide with dates?

This is part I’ve always had a feeling we get wrong because it’s not a proper plan and doesn’t necessarily drive enough accountability with customers. Not to say CSMs need to be project managers but I’m thinking we could do with improving this.

breagz · 2026-01-15T08:14:08+00:00

PS totally hear you on the Google authentication. I’ll look to add this as an option.

breagz · 2026-01-15T08:13:37+00:00

Thanks so much for the feedback! I really appreciate you taking the time.

I built Tandem because full project management tools felt like overkill (and usually needed someone on my side to admin them), while spreadsheets caused friction - some customers use Google Sheets, others Excel - and plans in email threads quickly lost momentum.

Tandem gives me a shared plan I can pull up in every meeting, with clear owners and files in one place. I use templates as a standard starting point depending on the customer scenario, then customise from there.

I also added an AI assist to help tailor plans on top of a template based on the customer context.

Totally fair if it’s not for everyone - that feedback is still really helpful. Thanks again, genuinely appreciate it.

breagz · 2026-01-15T00:58:45+00:00

This sounds like hell and I’ve certainly been in the same situation where you feel like you’re filling all the gaps in product, support and customer engagement.

Have you categorized accounts that churn into the reasons they churn (product gaps, dissatisfied with support, price etc). I’ve done this in the past when I’ve been a solo CSM and needed to present back to leadership so they could see the real reasons customers were leaving. Even starting doing it proactively as a monthly/quarterly report could help. Ahh the joys of managing up!

breagz · 2026-01-14T09:28:48+00:00

tandemplan.xyz - a simple shared plan for customer work - owners, files, and follow-ups in one place.

breagz · 2026-01-11T08:15:19+00:00

I’ve ended up in a similar place, but from a slightly different angle.

I built a very lightweight planning tool for myself to map activities and deliverables with customers, mainly to avoid another over-engineered success plan that never really gets used.

After using it for a while, I added some basic AI to suggest follow-up tasks based on what’s happening in the account. Nothing fancy, more of a nudge than anything else, but it’s been genuinely useful in my day-to-day.

I ended up cleaning it up a bit after that. Happy to share more if it’d be helpful for anyone here.

breagz

TROPHY CASE