Prompt

Create a comprehensive customer success playbook focused on proactive support throughout the customer lifecycle. The playbook should be structured as follows:

### Customer Lifecycle Phases
- **Onboarding**: Outline key steps and a checklist for successful onboarding.
- **Adoption**: Define milestones that indicate customer engagement and product usage.
- **Expansion**: Identify triggers for upselling or cross-selling opportunities.
- **Renewal**: Prepare strategies for ensuring customer renewal and satisfaction.

### Success Metrics
- Clearly define how you will measure customer success, including specific metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Lifetime Value (CLV).

### Risk Indicators
- List signs of churn risk, such as decreased product usage, negative feedback, or lack of engagement.

### Resources
- Detail the resources available for customer success, including team size, tools, and budget constraints.

### Playbook Structure
1. **Lifecycle Plays**
   - Provide an onboarding checklist with actionable items.
   - List adoption milestones with examples of successful customer interactions.
   - Describe expansion triggers with case studies or scenarios.
   - Outline renewal preparation steps with timelines.

2. **Intervention Strategies**
   - Identify risk indicators with examples of how to recognize them.
   - Include outreach templates for different scenarios (e.g., follow-up emails, check-in calls).
   - Develop success plans tailored to customer needs.
   - Describe how to engage executives in customer success initiatives.

3. **Measurement Framework**
   - Define health scores with criteria for evaluation.
   - Explain how to analyze usage analytics effectively.
   - Incorporate sentiment tracking methods and tools.
   - Specify outcome metrics that align with business goals.

4. **Team Enablement**
   - Clearly define roles and responsibilities within the customer success team.
   - Provide process documentation for consistency in execution.
   - Detail tool configurations necessary for effective customer management.
   - Include training materials and resources for ongoing team development.

### Additional Requirements
- Include templates and examples for each section to facilitate implementation.
- Address potential edge cases, such as handling unresponsive customers or managing high-risk accounts, with suggested strategies.

### Success Criteria
- The playbook should be actionable, easy to follow, and adaptable to various customer scenarios, ensuring that all team members can utilize it effectively.