The purpose of a playbook is to build scalable processes for your customer success team. A playbook helps you quality assure the basics of your customer success methodology. Playbooks help you align your teams, and help make on-boarding of new CSMs easy.
Think of Playbooks as a simple “if-this-then-that-manual" that help your CSM to be proactive.
General advantages of creating customer success playbooks:
- Your CSM division will scale better as your company is growing (playbooks make training, and implementing changes easier)
- You can add and roll out new playbooks at scale as you’re adding new features/products or encounter new solutions to customer challenges
- You don’t need to rely on individual superstars to “figure things out”
- Your clients experience a standardized process; you quality assure Customer Success
- Playbooks help your CSMs to plan, organize and prioritize the most important tasks each day
- You can pinpoint problems and improve parts of your overall strategy in a systematic way)
- You can measure, award or follow up with your under-performing CSMs
Customer Success Playbooks have different levels of sophistication, and will vary based on each company’s feature-set and pricing.
Some companies start out building very basic plays, and some build advanced playbooks that are data driven and fully automated.
The 4 most common ways to build playbooks are:
- Playbooks Triggered by Lifecycle Phase
- Playbooks Triggered by Events
- Playbooks Triggered by Schedules
- Playbooks Triggered by the CSM
Hopefully these examples will help you get started!