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Customer Success Playbook or Framework

  • 1.  Customer Success Playbook or Framework

    Posted 23 days ago
    Does anyone have a Customer Success Playbook or Framework?

    Basically a document that goes over the CS department runs and covers things like:
    • CS Philosophy
    • Framework for QBRs
    • How to do upsells and account expansions
    • Standard for responding to client questions 
    • Metrics CSMs are evaluated on
    • Etc.

    Basically something you provide anyone in your department and they have a good grasp on how CS is done at your company.

    Jude Chiy