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Creating a Playbook

Overview

This article will help you understand how to create various standardised Customer Success processes. It will also assist you in creating a prescriptive Playbook for various important stages of the Customer Lifecycle using the Playbooks module of the Customer Success Box.

Who’s this for?

This is for Admin to understand the Customer Success Box’s playbook module & configure it according to their specific use-cases.

What is a Playbook & How is it Useful?

  • There are multiple processes in an organization and many of them are repeatable. Playbooks module in Customer Success Box helps in standardizing those and build scalable processes, which will eventually reduce time & efforts in training the CSMs, esp when the team is scaling.

  • Act as a prescription for CSMs and guide them on what needs to be done in specific events.

  • Provides flexibility in deciding your approach in an Account.

  • Measure the impact of the process & make it more effective.

What kind of processes are usually built by a CS function?

There are various kinds of important processes that need to be set up in the Lifecycle of a customer.  A typical Playbook/process that can be built are:

  • Onboarding Playbook

  • Renewal Playbook

  • Playbook for tracking & managing upsell pipeline

  • Quarterly Business Review Playbook

  • Escalation Playbook

  • Churn analysis Playbook

  • Playbook for collecting Marketing material

These are just a few examples, you can think of it as any process that you would want to measure & standardize.

To understand more Read: Best practices for setting up Playbooks

How to Configure a Playbook?

Step 1: Creating a new Playbook

To create a new playbook, go to the “My Tasks” icon on the Navigation Bar and Click on “My Playbooks”. 


You can Name & describe the Playbook in detail to help the CSMs understand its purpose.

Customer Success  Box enables you to decide on a timeline by when the process is expected to be completed. In the case of delay, it will trigger an Overdue alert.


Step 2: Associating Outcomes

These are those success criteria that a customer wants to achieve with the help of your product. You can choose from the existing Customer Outcomes that you have already created. Know more about Business Outcomes

Step 3: Creating Steps

The playbook is a long process, and hence, it is advisable to break it into smaller steps. Each Step has certain Milestones associated with them and on achieving these Milestones, it can automatically move to the next step. You can add multiple steps in a single process.

Each Step is a time-bound activity that helps in keeping a track of the process in an Account and notifies the respective CSMs if getting delayed. 

Within Each Step, you can associate a Milestone, and to achieve those Milestones, Tasks for the respective Success Roles can also be created. Steps are also a time-bound Activity.

1. Associating Milestones

An associated Milestone within a Step is to understand what that Step aims to achieve. You can also choose to check the “ Auto-progress” which will let you automatically move to the next step once the associated Milestone is achieved. This can also act as your reference while conducting Business reviews with your Customers. 

2. Tasks for every Step

You can create different Tasks for every step which gets assigned to the respective CSM but you can also choose to assign it to another Success Role.

You can add multiple Tasks within a Step.

Step 4: Adding Reference materials/process documents for the Success   Managers

While creating the Playbook, you can add a number of learning resources in the form of Documents, screenshots, excel files, etc to help the Success Managers efficiently handle their Accounts.


Metrics on Playbook view: 

We have added the below metric in the Playbook view:

  1. Enrolled: Number of Accounts enrolled in the Playbook so far

  2. In-progress: Number of Accounts that are in progress currently.

  3. Completed: Number of Accounts that have been completed so far.

  4. Extended:  Number of Accounts that have been extended in the Playbook

  5. Stopped: Number of Accounts that have been stopped

  6. Amount: Sum of the amount paid by Accounts that have gone through the Playbook.

  7. Average time: Average days to complete the Playbook


    How to see these metrics?

Click on the Playbook where you see the list of playbooks

FAQs:

Q. Can I add multiple Milestones to a Single Step? 

- Each step is dedicated and created in a manner to achieve a single milestone. You can choose from the existing Milestones. To achieve another milestone, you can add another Step in the process.


Q: Can I add my Outcomes to a Playbook? 

- You can only choose from the existing outcomes but if your Playbook aims to achieve an outcome that has not been added, as an Admin, you can add new Customer Outcomes. 



Q: How to move accounts automatically to another step?

While configuring the steps in a playbook, you can check the box saying “Auto- progress to next step on completion of the milestone”. This happens only if you have defined a milestone for that step.


Q. Who can edit/update Playbooks?

- The Admin/s prescribes a process to help the Success Managers handle their accounts effectively. So, Admins have the authority to create and Edit/ update a Playbook.

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 may also,

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

  2. Create a conversation from here

  3. Send an email to support@customersuccessbox.com

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  1. Mayank

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