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.

🚀 If you want to know more about best practices for building and designing Playbooks in Planhat, check out these articles:


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.


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.

🚀 Quick tip: Create email templates and use merge tags in your Planhat emails

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.

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Check their success to date

  • Look at their usage and health score and confirm it is positive

  • Refer back to their ongoing objectives are determine how many of their goals you’ve achieved so far

Find the contract terms, decision maker and executive sponsor/signatory

  • Make sure there are no terms in the contract you need to be aware of that make this an irregular renewal.

  • Check usage/log-ins to confirm that the people who bought your solution are still at the company

Prep for the QBR/EBR that will take place 90 days before renewal

  • Escalate the renewal internally at 120 days if you have concerns so that you have time to bring in the colleagues you need if necessary

EBR

  • Use dashboards to present key information and type up the notes on Planhat, tagging in all relevant colleagues so the business can prioritise this renewal if necessary.

Sign renewal

  • Upload the new contract to Planhat if there is one

Move to Success Phase

  • Now the customer has renewed you can move them back into “Success” phase and continue delivering value.

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

  • Use a filter to check when usage is at 80% of limit, or has increased by x% in a certain time period

Assign AE/AM a task to look at usage

  • Now your revenue focused role can look closer at whether there is an expansion or upsell opportunity within the account

AE & CSM to meet

  • Knowledge share about the account, find out what upcoming meetings there are and plan the expansion together

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

  • Notes are typed up in Planhat, conversations can then continue attached to the event in Planhat

Close the deal

  • Close the deal, update the licenses, and start a new Playbook focused on onboarding/adoption around their expanded use case

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

  • Identify the new Admin within the account and assign them the tag “admin”

Day 0: Send first email

  • Have an automated email go out, introducing yourself as the CSM, sharing the support email address, as well as any key documentation you want them to have at hand

Day 3: Send second email

  • Send the admin 1 or 2 key help desk articles that you know will answer any frequently asked questions they may have

Day 5: Send final email

  • Send a final email to confirm they have everything they need, and perhaps add a help centre article you know is relevant to the ongoing project you are working on with their company.

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

  • CSMs will be regularly updating their sentiment on the account on a score from 1-5.

Check phase of customer

  • Confirm that they are in “Onboarding”

Trigger Playbook if both of the above are true

  • Automatically assigning tasks to the AE, CSM, and CS Leader

Task for CSM

  • Complete a checklist/list of questions to fully prep others about the risk in the account

Task for AE

  • Reach out to their relationship in the account and learn additional information on the customer’s thoughts

Task for CS Leader

  • Lead meeting with CSM and AE to determine a clear path out of risk

Email customer to set up a call

  • AE, CSM and CS Leader attend. Customer is made a partner in that path out of risk

Store meeting notes in Planhat

  • Allow them to be accessed and discussed internally through Planhat

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