The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Unknown
Author:Unknown
Language: eng
Format: epub
ISBN: 0000000000000
Published: 2021-10-23T16:18:18+00:00
Playbooks
Playbooks help the CSM know what to do when specific scenarios occur. They are full of examples, case studies, and templates to help the CSM manage the scenarios successfully. You may have playbooks to refer to from other customers or find you need to create them when new situations occur.
You should build a playbook for these three main scenarios and deploy each during the adoption phase:
The customer has no usage. The product has been deployed, but none of the customerâs employees are using it yet.
The customer has low usage. Initially, everyone was using the product, but after three months, half the users dropped off.
The customer isnât getting business value. They arenât operationally dependent.
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