Playbooks segmentation

Angela Guedes

Hi all,

How do you approach playbooks within the same segment of customers? For example, in our Enterprise segment, we have customers that are brand new to our platform and customers that now qualify to CSM services because they upgraded to our highest plan. Of course, these customers have different news than a brand new one. My question is: do you create different customer journeys, with their own set of playbooks and alerts or do you have unified journey and simply skip stages that are not relevant? Does your tool support this?