CODIFYING YOUR CUSTOMER SUCCESS PLAYBOOKS

Ideas on how CS teams can craft repeatable playbooks to handle common scenarios such as: risk, expansion, lifecycle, and objectives

(1) CS Playbooks are a prescriptive framework for handling a repeated milestone or activity — outline the tasks and activities required to execute or support a milestone in the customer journey

(2) Develop playbooks to build continuity and consistency. Ensure that everyone is doing the right things at the right time to support the customer and make it clear to the entire team.

(3) Don’t over engineer your playbooks. No need to make the playbook creation process too complicated (especially if you’re a small team). Get in a room for 90 minutes and have a conversation about the process and what’s working.

Watch Kristi Faltorusso, VP of Customer Success at ClientSuccess, share how CS teams can craft repeatable playbooks to handle common scenarios with the ParkerGale Customer Success community.


Kristi’s guide covers:

  • What a CS playbook looks like

  • Key Steps and components within top playbooks

  • How to make sure that playbooks actually get used and are kept up to date


Looking for other resources?

Here are a few more links that Kristi shared