Playbooks ensure consistency, efficiency, and best practices across your entire customer success operation. They provide a structured approach to common scenarios, allowing your team to deliver a uniform, high-quality experience to every customer.
When should you create a playbook?
Create playbooks for recurring processes or situations that require a standardized approach. This could be at various stages of the customer lifecycle or for specific events that impact customer health and satisfaction.
Types of playbooks you can create:
1. Customer Onboarding Playbook: Guide new customers through a smooth setup process.
2. Kickoff Playbook: Ensure a strong start to new customer relationships.
3. Business Review Playbook: Prepare and conduct effective periodic reviews.
4. NPS Review Playbook: Respond appropriately to customer feedback.
By implementing playbooks, you ensure that all Customer Success Managers (CSMs) follow tried-and-tested best practices, leading to improved customer satisfaction and retention.