Customer Success Playbook or Framework

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Jude Chiy
Jude Chiy Member Posts: 3 Navigator
edited January 2022 in Digital CS (Engagement Programs)
Does anyone have a Customer Success Playbook or Framework?

Basically a document that goes over the CS department runs and covers things like:
  • CS Philosophy
  • Framework for QBRs
  • How to do upsells and account expansions
  • Standard for responding to client questions 
  • Metrics CSMs are evaluated on
  • Etc.
Basically something you provide anyone in your department and they have a good grasp on how CS is done at your company.
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