But when it comes to certain aspects of Customer Success Management, there are still a few things that remain a bit mysterious to some.
A great example of that is the concept of the Customer Success Playbook, the sports analogy-based workflows, processes, interventions, etc. – called “plays” – to run with the customers when something happens.
I haven’t talked about Customer Success Playbooks much, and here’s why.
While there are high-level Customer Success frameworks like those I use with my clients, the way we orchestrate and operationalize a Customer Success-driven Growth strategy is different enough across companies, products, and customer segments, that trying to create a one-size-fits-all Customer Success Playbook that works for all companies is never going to – or should never – happen.
But my lack of coverage of this subject doesn’t mean Customer Success playbooks aren’t important; they absolutely are super-important. They’re so important in fact, that trying to come up with generic ones that would work for any company isn’t something I think can be or should be done! So I’ve avoided talking about it publicly.
A friend of mine asked me for some advice the other day. She knows that I’ve helped hundreds of companies around the world with their Customer Success-driven Growth strategies, but she decided to start by Googling around.
After finding unhelpful posts or forum answers on how to create generic Customer Success playbooks, she came to me.
So I typed up the following for her and since she liked it, I thought I’d share my take on how she should go about creating Customer Success playbooks for her unique situation with you, too.