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”.
The playbooks that you create will be dependent upon your product; some companies have a very complex onboarding process, while others may not. You can fine tune these as you continue to refine your customer success processes, but here are some basic playbook templates to help you get started with your playbooks in Planhat.
📌 Important to note: If you need help getting started with Playbooks, take a look at this video.
Basic Onboarding Playbook
These are some steps that you can consider including in your process, and that we have seen are most common.
Quarterly Business Reviews (QBRs)
A quarterly business review is a check-in, at the end of each quarter, with the main users and the decision makers (if they are not the same person). This is the time to reinforce the value your customers are getting out of your product.
📣 Pro tip: ticketing in Planhat
Low NPS Score
In Planhat you have the option to have your NPS scores per company (the average NPS score from all of the users that answered), and per end users. With this information, you can create a playbook to reach out to those that responded with a low NPS score.
📣 Pro tip: create an end-user persona
A Drop In Usage
You can create a filter in Planhat to detect a drop in usage which will be your entry criteria for the automated playbook application. This way your CSMs have an action plan ready for them to try to bring the users back.
📣 Pro tip: MailChimp integration merge tags for more personal communication