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.
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.
Additional Playbook 1: 120 days until renewal
In customer success we want renewal to be seen as a non-event, but to achieve that you’ll want to make sure you’re making the right moves in the background.
Check their success to date
Find the contract terms, decision maker and executive sponsor/signatory
Prep for the QBR/EBR that will take place 90 days before renewal
Move to Success Phase
Additional Playbook 2: Expansion Opportunity
Your company may get Sales back involved during commercial discussions, or you may run expansions and upsells within the CS organisation. Either way, Planhat’s unlimited seats allow you to use Playbooks to get the right people involved at the right time.
Automatically check usage
Assign AE/AM a task to look at usage
AE & CSM to meet
OPTIONAL: Share a page in the customer Portal to show the customer the value they’d create by expanding their usage
AE & CSM to meet customer
Close the deal
Additional Playbook 3: Training/Onboarding a New Admin at a Customer [End-User Example]
Using Planhat’s End User Playbooks you can give the feeling of a white-glove welcome to new key users within an account, all while only having had to tag them with their specific role.
Tag the new admin
Day 0: Send first email
Day 3: Send second email
Day 5: Send final email
Additional Playbook 4: Escalation at key event, Onboarding event
It’s often said that the seeds of churn are planted during onboarding, so Planhat can help you find those seeds before they take root.
Check CSM Sentiment Score
Check phase of customer
Trigger Playbook if both of the above are true
Task for CSM
Task for AE
Task for CS Leader
Email customer to set up a call
Store meeting notes in Planhat