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CustomerSuccessBox 101 Training for CSMs | How to Manage your Playbooks

Overview

This section will help you understand the playbook and how to manage the various Customer Success processes. Also, we will share some tips and tricks of effectively using a playbook to make you more productive.

Note: Enrol for a Free Training of  CustomerSuccessBox 101 Training for CSMs



Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager or a specific success role to them. 

What will I be able to achieve?


  • Understanding what is a playbook in CSB.

  • Learning how to view a playbook

  • Understanding how to manage different processes in the playbook

  • How to effectively manage tasks & communication in Playbooks

  • How to be on top of your accounts

  • How to check whether customer is moving in the right direction.

How to manage your playbook in CustomerSuccessBox?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.

What is a playbook?

Every company has its set of processes that will help them give a fruitful experience to its customers. The playbook is a detailed checklist or blueprint of steps prescribed  by the Head of Customer Success that you should follow during the customer journey. It will help you track your progress. 

 In addition, it contains the best practices that you must follow while dealing with your customers to improve their overall experience with the product.

You don’t have the privilege to create a playbook. Instead, your administrators will create it for you. Learn more about how to Create a Playbook here.

Note: You can enrol an account in more than one playbook at a time.

Step 1: Viewing the playbook using the “My Playbook” view

This view in CustomerSuccessBox will help you quickly glance at the different playbooks available in CustomerSuccessBox and the number of accounts in each of them. You will briefly come to know the count of accounts in each stage of the playbook.


  • Click on the My Tasks drop-down present on the top bar of the CustomerSuccessBox.Then click on the My Playbook option.


  • Here, you can view all the different playbooks in CustomerSuccessBox. You can view,


  • Name of Playbook

  • Enrolled: Here, you will view the number of accounts that are enrolled in a particular playbook. Once the account gets enrolled in a playbook, it automatically enters the “ New” stage of the playbook.

  • In Progress: Here, you will view the number of accounts executing the different steps of that particular playbook.

  • Completed: Here, you will view the number of accounts that have completed all the steps of that particular playbook.

  • Extended: Here, you will view the number of accounts that have extended the due date of completion of the playbook due to various reasons.

  • Stopped: Here, you will view the number of accounts that have stopped the playbook’s execution for various reasons, like customers wrongly enrolled in this playbook or customers who do not want to continue using the product.

  • Amount: Contract Value mentioned in the Subscription field details.

  • Average Time: Average days needed to complete the playbook

  • You can also search for a particular playbook by its name using the Search bar at the top right of the My Playbook screen. 

Note: Your administrators can re-order the position of playbooks. For any change in any steps or outcomes of any playbook, contact your administrators.

Step 2: Viewing the detailed view of each playbook

You can view the details of different accounts that are enrolled in a playbook. Here, you will see the steps that get executed under each playbook. You can also view the status of each account enrolled in that playbook. All this information shown for each playbook will help you prioritise your activities.

  • Once you are in My Playbook, double click on the desired playbook that you want to see.

Say, for example, you want to view details of Enterprise Onboarding Playbook, double click on it.


  • In this view you can see,

  • Steps created for that playbook: The whole customer journey for the playbook gets broken into smaller steps like Setup Lead flow, import data, integrate, configure a system etc.

     It will also show details like:

    • Step Name

    • Days needed to complete that step

    • Description of the step: It tells the purpose of each step. It is optional information.

The default step in every playbook is New step.

Also, all this information will help you to plan your activities for that account Different accounts in that playbook

  • You can also find the different templates/resources that your administrator wants you to use while executing the customer journey, as shown in the figure below.



  • Each tile of account gives details about,


  • Account Name

  • Account Id

  • Contract Value: The overall value of the subscription for that account

  • Account Owner

  • Outcomes: Outcomes are the business goal that your administrator sets for each playbook during its journey. These are commitments that the marketing team has made to the customer. So if they get achieved, then the customer will be satisfied. 

Here you will see how many outcomes have got completed from the total set business goals. In the above figure, you will find that the account has achieved no outcome from the defined two outcomes.

It is an optional field in CustomerSuccessBox, but your administrator should set at least one outcome so that you know what has been promised to the customer or what he wishes to achieve from using your product. 

Learn more about Outcomes here.

  • Tasks: To achieve the business goals, each outcome is divided into numerous steps divided into smaller tasks. It helps in the easier accomplishment of desired targets. Here, you will come to know how many tasks have got completed for that particular step.

In the above figure, you will find that two out of three steps for this step of the playbook are complete.

  • Milestone: You must monitor the progress of each step. To do that, product adoption milestones are defined for steps in the playbook. Your administrator may or may not create a milestone for a step for easy monitoring.

Here, you will come to know how many milestones have been achieved by the account during the playbook journey.

Learn more about Product milestones here.

In the above figure, all the set five milestones are achieved for the account.

  • Step due in(days):  If it is indicated in red, it means the step is already overdue. If yellow, it is due today; else, it will show how many days it is expected to complete.

  • Playbook due in( days)::  If it is indicated in red, it means the playbook is already overdue. If yellow, it is due today. Else it will tell how many days the playbook is scheduled to complete.

  • No of task Due: It indicates the number of tasks due for that step in the playbook. If red, then it means that the given number of tasks is already overdue. If yellow, these number of tasks are due today. Otherwise, it will indicate nothing.

  • Product Adoption Health: It will give the health status of how well the customer has adapted to your product. Like,

    • Good Product Adoption Health: It is shown using 

    • Average Product Adoption Health: It is shown using 

    • Poor Product Adoption Health: It is shown using 

    • Not Calculated Product Adoption Health: It is shown using . It gets displayed when the rule is not applied to calculate the health of the account.

  • Border Color: It indicates the status of the step that the account is performing like,

    • Red: It is already overdue

    • Yellow: It is due today

    • Green: It is completed

    • No color: Just now enrolled in that step.

Switching Playbooks

To view the details of the different playbooks, you click on the drop-down My Playbook that is present at the top left corner of the page.


Pro-tip: You can always start your day with tasks or steps that are already overdue.


Note: If you want any outcome or milestone added to that playbook, contact your administrator.

Step 3: Viewing a specific view of the playbook

You have the option to filter out to view only specific details for a playbook like,

  • You can view the playbook for a particular account using the Search bar.



  • You can also use the filter for Success Roles like,

    • Success Manager

    • Onboarding Manager

    • Account Manager

    • All



  • You can also filter out the name of Success Manager. Here, you will only find your name.



Step 4: How to add an account in a playbook

  • Manual addition :You can also manually add your account to the playbook.

  • Via Journeys: You would want that whenever a customer registers with you, they are automatically added to your Onboarding Playbook. The administrators can create automated Journeys for you that will automatically add new customers to Onboarding Playbook.

  • Via Alerts: Also, Alerts that administrators create in CustomerSuccessBox auto-enrolls a customer to a playbook. For example, if an alert is created for Renewal accounts, all such accounts will automatically enroll in the Renewal playbook before completing 90 days.

Step 5: Manually adding a new account to the playbook

As a CSM, you have the privilege to add your account to a particular playbook manually. For that, follow the below steps,

  • Go to the desired playbook.

  • Click on  on the page.

  • Select the desired account that you want to add to this playbook.


  • Click the Save button to finish adding the account to the playbook.



Note: You will be able to enrol an account in a playbook only if that account is assigned to you; otherwise, it is not possible.

Step 6: Getting a detailed view of the customer journey in the playbook

You must get a clear picture of the account that you are working on in a particular playbook. It will have you take any necessary actions as and when required. You can follow the below steps to achieve this,

  • Click on the account tile that you want to start working on.


Viewing the Playbook details

You can view the details of the playbook by clicking on  icon. 

  • Here, you can view,

    • Product Adoption health: It can either be Good, Average or Poor.

    • Contract Value

    • Stage

    • Status

    • Playbook start date

    • Steps start date

    • Playbook Due Date

    • Step Due Date

    • How many time is the playbook restarted or extended or stopped or not

    • Total no of extended days

    • No fo tasks due

    • Engagement score of that account

    • Active Users in that account

    • Usage Activity

    • Last Activity

    • License Utilization

    • Forecast MRR

  • You can stop or extend the playbook,

 

  • Click on the Stop option on the page. You may have to do this if the customer no longer wants to use the product or for some other reason. On clicking this,

    • You will get a warning message. 

    • Once confirmed, click on the Stop button all the remaining steps will get deleted.



  • Click on Extend option on the page to extend the due date. You might need to do this if you or your customer are on vacation or for any other good reason. On clicking this, 

    • It will confirm whether you want to extend the playbook

    • You need to enter the no of days by which you wish to extend

    • The Reason for the extension

    • You can also add your comments if any.

    • Click the Yes button to confirm.


The pre-defined tasks for that playbook will get delayed by two days(as in the example above). However, the tasks that were manually created will not get delayed. 

Note: These actions will happen only for that account.


Viewing Accountability tab

  • You can log all your communication with your customer by clicking on  icon. From here, you can send emails, take notes, create tasks, log your meetings or make a call using the Customer Success Box. Learn more about the Accountability tab here.


  • Using this option, you can also view,



  • Communication: All emails sent by you for this account

  • Activity: The tasks to do for that step

  • Playbook: Here, you can view the playbooks in which your account is enrolled.

  • Event: It will show you whether your account is active or not.

  • Journey: It will show the journey into which your account has got enrolled. Your administrator creates the journeys.

  • All: Here, you will get a consolidated view of all the above tabs for that account.


Viewing Outcome details

You can view the details of the outcomes created for the playbook by clicking on  icon. It will show details like,



  • Outcome Name

  • Completed On: Date when you take any action on the outcome.

  • Completed by: Your name will appear here once you complete the outcome.

  • Actions: Here, you can add any note for yourself when you have reached the outcome,

    • Click on Add Note.

    • Enter the note to add

    • Click the Save button.



  • Check box : It is checked when you complete the outcome, while it remains unchecked unless it is completed.

  • You can also add an outcome that you have identified only for that account by, 

    • Click on Add Outcome. It will apply to that account and not to the whole playbook.



  • Then you need to follow the below details,

    • Outcome Name 

    • Description

  • Click Submit to complete.


Viewing Task details

You can view the details of the tasks created for the playbook by clicking on  icon. 

  • It will show details like,


  • Steps Name

  • Task Name created for each step

  • Status of the task

  • Time of completion: Here, you will find the date when the task gets completed or if they are overdue or not.

  • Account Owner Name: Here, you will see your name.

  • Check box : It is checked when you complete the outcome, while it remains unchecked unless it is completed.

  • You can also manually add a task to remind yourself to do a certain activity specific to that account only. For this,

    • Click on Add Task button.


  • Provide below details like,


  • Step Name: Here, you have to select from the drop-down list that contains the steps created for that playbook

  • Task Name

  • Task Description

  • Assigned to: Here, your name will appear

  • Priority: You can set it to high, Low, or Medium

  • Due Date & Time: The date and time by which the task needs to be completed.

  • Click the Save Task button to create the task.


Viewing Milestone details

You can click on the  icon to view the details of milestones associated with that account in the playbook. Here you will see,



  • Product Adoption milestones created for the playbook.

  • Radio button: If it is blue it indicates, it is reached. Otherwise, it is colorless.

  • Date of completion: It shows when was the milestone reached.


Step 7: Viewing the playbook details using Account 360 page

As a CSM, you might be working on a particular account on a given day. At that time, you want to see which playbooks are running for that account and which stage they have reached. To do this,

  • Go to the Customers drop-down present on the top left corner of the CustomerSuccessBox.


  • Click on Accounts


  • Click on account of which you want to view details.

  • Click on the Playbooks, and it will take you to the details of a playbook for that account. Here you will be able to view,


  • Different names of the playbook and their status, i.e., whether it has been started or not.

  • Status of each or the current step executed and its respective due date

  • The due date for the playbook

  • You also have the option to either extend, start or stop the playbook from the account view. You can do this by clicking on the either Start, Stop or Extend options as shown below,


Step 7: Viewing all the tasks for a playbook

If you want to see all the tasks that are created for a particular playbook at a glance, you can do this by below steps,

  • Go to the My Tasks drop-down present on the top left corner of the CustomerSuccessBox.



  • Click on the My Tasks button.

  • You need to filter out the list of tasks based on Source as Playbook and select the desired Playbook from the given drop-down list.



  • By doing this, you can see all the tasks in bulk related to the selected playbook.


 


For more filter options that you can use while viewing the tasks, refer here.



Step 8: View the status of all the playbooks in which your accounts are enrolled

You can get a quick view of the status of different playbooks on which you are working, using the below steps,

  • Go to the Reports drop-down present on the top right of the CustomerSuccessBox.



  • Click on the My Portfolio button.

  • Here, you will see whether the playbook is new or is in progress, or due in seven days or has already overdue.



Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


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  1. Anu Dudhat

  2. Posted
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