This article provides input on when you should use a Company Playbook, how to structure a Playbook and how to build time and rule based conditions into a Playbook.


🏢 When to use Company Playbooks?

Company Playbooks are used to guide repeatable processes at the Company level using templates that start automatically or manually and schedule tasks in the order and at the time you need.

Use Company Playbooks to align your team and/or customer around predictable or repeatable processes that involve multiple tasks. For example:

  • Sales Handover and Account Set-up

  • Customer Onboarding

  • Product Releases

  • Renewal management

  • QBR preparation, delivery and follow up

  • Low product adoption

🚀Quick tip: Generally speaking, each phase in your Customer Lifecycle will have at least one associated Company Playbook.

You can share Company Playbooks in Customer Portals to help create a transparent and collaborative customer experience. This article goes into more detail: Playbooks in Customer Portals

Individual Steps / Tasks within Company Playbooks appear on the Actions tab as well as on the respective Account Profile.

This article provides some templates and example playbooks


🏢 How to Structure Company Playbooks

There are 3 levels to consider when building a Playbook. This applies both to Company and End User Playbooks.

  1. Groups: A colour coded collection of steps that can be started / stopped automatically based on conditions and rules.

    Use Groups to help organize and structure Playbooks.

  2. Steps: A task that can be scheduled based on completion of the prior step, a time gap or a rule. (In End User Playbooks a Step can also be an email)

    Use Steps to guide the process to ensure the right person does the right thing at the right time. Steps typically have a date and owner, and appear as Tasks your team members needs to complete.

  3. Step Details: Tools within a step to guide your team or your customer, including Checklists, Attachments, Email Templates, Owners and Custom Fields.

    Use Step Details to provide more context to Steps, ensure the process is followed correctly and made as easy as possible for your team.

Best practice: Use Checklists in place of Steps wherever possible in Playbooks. Checklists minimise clicks for your team and people hate clicking!

Level

Purpose

Can have Conditional Rules?

Shows as Task in Actions Tab

Can be used in CI module analysis

Playbook

Guide key process

Yes

Yes (name shown with Step)

Yes

Groups

Structure Playbook

Yes

No

No

Steps

Defines required actions

Yes

Yes

Yes

Step Details

Provides additional information for required actions

No (aside from custom fields)

Yes (as part of a Step)

Yes (custom fields)


🏢 How to Sequence Company Playbooks

When you design a Playbook you are not only thinking about what should happen, but also when (or if) it should happen. Playbooks are extremely flexible so provide different options to ensure every process is bespoke for the customer.

There are 3 different ways you can sequence the flow of your Playbook.

  1. Time based rules: When you create a Step in a Playbook you can add the number of days until that Step is scheduled. The day the Playbook starts is day 0 and a week later is day 7.

    In the image below the Sales Handover will happen the day after the Playbook begins, for example January 2nd. On January 8th (day 7 from the start) the Account Preparation task will be scheduled and on January 15th (day 14 from the start) the final task will be scheduled.

    🚀 Quick tip: You do not have to enter a number of days value. If you do not, your Steps will not have a date associated with them so can be seen as things that have to be done, but not by any specific date. In this way they become like a 'to do list' or a milestone.

  2. Dependencies between Tasks: Often you don't want one task to be scheduled until the prior task has been completed. This is accomplished by dragging the dependent task under the parent task as in the video below. Dependencies take into consideration the time rules mentioned in #1.

    Using the same scenario as before, the Account Preparation task would now be scheduled 7 days after the Sales Handover task is completed, and the Schedule Kick Off call task would be scheduled 14 days after the Account Preparation task is completed. Assuming the Playbook starts on January 1st and each task is completed the day it is scheduled this would mean:

    January 2nd - Sales Handover

    January 9th - Account Preparation

    January 23rd - Schedule Kick Off Call

  3. Rule based Conditions: Sometimes you want Playbooks to operate differently depending on additional data points around the Customer. For example, there may be additional Steps required for a Customer with Product A & B versus a customer with just Product A. Equally, a Customer in Germany and USA may have the exact same initial Playbook experience, but due to legislation in Germany, the German customer requires a few additional Steps. For these situations and many more we use Rule based Conditions.

    Rule based Conditions can leverage any standard or custom data on the Company object, as well as Calculated Metrics and other standard fields. In addition, Rule based Conditions can be based on any Company Filter or the result of the previous Step in the Playbook.

    🚀 Quick tip: Rule Based Conditions can apply at BOTH the Group and Step level.


    Deep-dive on conditions based on parent outcome:

    There are three rules that can be used:

    • Parent step = Done

    • Parent step = Ignored

    • Parent step = Not completed within x number of days/workdays

      • Workdays = Mon-Fri

      • This counts the days between the task due date and today's date, and if the difference exceeds the rule, then the step is activated. This means that 1) if you change the parent due date, the condition adjusts the counter too, and 2) if the parent step is due "someday", the conditional step will never be activated

      • So to give one example:

        • I set "Not completed within 1 day"

        • Due date of parent step is May 15

        • Child step will then be activated 1 day after the due date (incl. timestamp), so if Due date was May 15 00:00:00 UTC then child step is activated May 16 00:00:00 UTC


    In this video below we continue the same scenario, but with two alternative Kick Offs options, one over Zoom and one in-person. The Playbook will schedule the correct Kick Off based on the ARR of the Customer.

🚨 Rule based Conditions are part of the Advanced Playbook settings. If you cannot do the above, speak to your CSM to get this feature switched on.

Now that you know the logic and flexibility of Playbooks, check out the following articles:

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