Curious about what should be included in a playbook, and ideas on where to begin creating them. #st

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CS Team

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Great comment, @Jay Nathan I add the connection to other playbooks for planned stages of the customer journey (i.e implement ==> onboard ==> adopt), and triggers for event-based playbooks (sponsor loss, Health Score drop)

Marijn Verdult

I think it really depends what type of playbooks you mean. Currently, we have playbooks which are

Manuals: how to set-up a new customer from the back-end
Playbooks for meetings/calls such as an Orchestrations Meetings: sort of a call template including 5 questions that you should be able to answer after the call, and a custom bingo
Playbooks for "scenarios" like a Champion leaving or a low adoption

[Deleted User]

We include the following:

process overview - short doc outlining the purpose, overview, tasks, and key responsibilities
guides - how the responsible role should execute the play
Supporting content - tools used in executing the playbook, e.g. an EBR template for a business review playbook
KPIs - how will we measure this process across the team?
enablement guide - training materials on how to run the play
system requirements - how will this process be deployed and managed in our CRM or CS platform.

Last point is important. If the playbook isn’t managed and measured in a system its not really a process.