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.
