Looking for Examples/Templates of CS Team Playbooks, Engagement Model documentation, and Accountabil

Hi @Shari Srebnick, could I take you up on this kind offer as well? Also more than happy to join the conversation if there is a call - I've built a CS department before and may be about to start a new role at a young startup again. Would love to help & learn at the same time.

Seems like I'll be joining the "building CS from the ground up"camp again soon and would love to collaborate with you all if you're up for it? Also, +100 to this being a great topic for the CS office hours @Jeff Breunsbach and @Gabriel Fallas 

Looking forward to this @Ronald Krisak and @Gabriel Fallas !!!

Hi @Gabriel Fallas , 

 @Daryl Colborne and I connected on LI.  Just sent you a request to connect.  Once I have your info, I can try & set up time for the three of us to chat.  

@Daryl Colborne @Ronald Krisak 

Same here. Building the CS team from the ground up and serving as the sole CSM. Would love to collaborate with you both! 

@Jeff Breunsbach "building CS from the ground up" - that sounds like a great topic for the CS Leadership Office Hours . 

@Ronald Krisak 

Would love to share together if you'd be open to it! I'm at the beginning stages as well. Maybe we can help each other out with ideas, templates, collateral, etc. Anything we work on together can be shared back with the community here!

Appreciate it @Jeff Breunsbach !

Will do!  

@Ronald Krisak Here's a basic template that we've used in the past: https://docs.google.com/document/d/1V8vjRR52OJ7BVtJl2nLHWf8ZJ2_S5t-DX-ff3C2UJsc/edit?usp=sharing

@Shari Srebnick Send to me if you get a chance as well! I can get it onto Google Drive and post a link in here. (I can be sure to give you credit in the header of the document!)

Sure!  I can email it to you - I just have to scrub out some logos and branding.  Let me know your email address and I'll send it over.

@Shari Srebnick hi Shari, Would it be possible to send me your Joint Success Plan template?  I am constructing a CS org from the ground up, and I am always looking for best practices.  Thanks.

@Jeff Breunsbach Hi, I have been on this same journey for a few months now....operationalizing a CS organization & process from the ground up, while also serving as the sole CSM for our customer set.  I am open to sharing what I have done so far if you want to have that person reach out to me.  My efforts are still very much a work in progress!

Hey Jeff, 

I have a template we use for a Joint Success Plan (until we can do directly in our CS Software) and can email it, but hard to share here since it isn't a Google doc.

Outside of that, I don't have many templates, but I am happy to jump on a call, if needed, to share what we did, the experience, the process, etc..  We, in a way, started from scratch, and there are definitely things you'd want to establish first as you start to map this all out.   

Open to sharing on a call.  

I don't necessarily have templates to share but having been through this in the last few months I can definitely share my experience. Looking back, I would say start with a Journey Map and indicate all "scheduled" Moments of Truth and build checklist/playbooks/templates for that. 

You can do this within a relatively short period after which you can start mapping "triggered" Moments of Truth. I realized that a few of those conversations were super awkward and more blabber than substance. That made me prioritze these and started collecting intel from other customers. 

For example, I got the question "how can I help my users to spend the time to do this?" very often and realized that prioritization was a problem for the end-users. I interviewed a couple of customers, did academic reading, and got some best-practices. I even asked Marketing to write case studies on this, not focusing on "value" but really the simple fact how other end-users make sure the have the time. 

Happy to have a call with you, Jeff, and/or your CS Leader to share some of my experiences and the process I've gone through.  

https://drive.google.com/file/d/1HpMHQc2N7W9AeBjPvHse5OdkXp3PIm8p/view?usp=sharing

This is a mockup I had for what the playbook would look like. but sadly not a reusable template. but i made it to illustrate the elements including elements that I felt most playbooks were lacking such as post-play maintenance, barriers to success or risk mitigation.