Playbooks on Customer Success

It is a practical guide to services that must be performed by the Customer Success team to maintain the quality of services, regardless of the people who are performing this role. It needs to be flexible to adapt to changes in the scenario that may occur, always to ensure customer satisfaction.

The term playbook began in American football, where coaches often have a detailed instruction book to guide players through different game scenarios. The concept was adapted to other areas, to determine guidelines and guidelines for new employees in a company, for example.

It is of fundamental importance that companies have playbooks, thinking in the same logic as coaches, it makes no sense that your team depends only on the improvisation of the members, it is necessary to outline strategies and objectives for each adversity that may occur.

Playbooks also help the company to train new employees since no matter how solid a team is, at some point changes will occur and the new employee will need to maintain and raise the level of work already presented.

And it's not just training that playbooks serve, the pattern of activities that we mentioned before refers to basic everyday functions, supports for analysis of results of applied metrics, and studies for new strategies that can be applied.

When composing your company's playbook, make sure that the methodology is not fixed, as the market is always in constant change, and this ranges from technological innovations to customer behavior, the 2012 market is certainly very different compared to 2022, and it up to the Customer Success team to adapt to that.

A golden piece of advice is to create and modify the playbook according to the experiences that your team acquires over time, practice always adds to theory. It is also important to emphasize that each company lives a different reality, that is, try to use as much data from your team and their vision of the company as possible, never from the perspective of competitors or other businesses that you have adapted.

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