Try this on for size. https://www.linkedin.com/pulse/building-cs-organization-creating-playbook-kevin-leonor-mba
i find some playbooks do not consider risk factors that could be barriers to success and also do not include a post-play maintenance guide to extend the benefits of the play so I included it in my playbook creation template
Hi Tristan, is there a specific process for your customers that you've been tasked to develop?
Each of these processes contains a set of steps and interactions not only with the customer but internal teammates who may support in some way.
I often ask my teams, what's the one most important thing we should be doing with our customers to build relationships, show value, and ensure that we are in a secure place to renew - and hopefully expand - each customer.
i have written these a scripts in a Google or Word docs that outline each step and the actual discussion points the CSM should deliver. Many CS platforms allow you to load playbooks but it's not required. I'd start with a shared document that the team can collaborate on.
i have an example i can scrub and post here for you and the library may also have some playbook examples.