How to Implement and Succeed with CS Playbooks? - SmartKarrot Blog

How to Implement and Succeed with CS Playbooks?

Customer Success (CS) playbooks optimize customer experience and improve how service is delivered to customers. Great for CSMs and CS teams to increase customer success.

CS Playbooks

After a sale, CS teams aim to help the new customer achieve success. Customer success playbooks enable Customer Success Managers (CSMs) and their teams to automate their customer success processes allowing them to do so much more in less time.

What are CS Playbooks?

Playbooks are tools that allow customer success teams to handle recurring or repeated processes in a more defined and guided manner. Playbooks allow you to scale processes, align teams, and stay one step ahead of the customer’s needs. CS playbooks make sure your customer success best practices are standardized and operationalized.

SmartKarrot Playbooks

SmartKarrot CS playbooks, allow teams to boost their efficiency across accounts no matter where they are within their journey. Playbooks allow you to create tasks and set triggers to complete processes, all within the tool. CSMs can use templates to create CS playbooks and save existing processes as templates for future use. Playbooks also make it easy to associate activities and assign them to team members. Example processes that clients have turned into playbooks include onboarding, escalation, implementation, advocacy, and more. Processes such as these have been helpful in reducing churn rates, increasing renewals, and optimizing customer satisfaction.

A snapshot of the SmartKarrot Customer Success Board

Playbook Template

To create a playbook template, you can choose from pre-defined categories on the SmartKarrot platform, create a new template that is a modified version of the existing template, or create them from scratch. CSMs can add and edit templates directly in the tool without needing to upload from external resources. Some of the Success Play templates already available within SmartKarrot include:

Renewal: For accounts that are up for renewal and need to be nudged. 

Onboarding: For accounts that are new to a product or service. An onboarding template is a concise, pre-designed document or guide aimed at facilitating a seamless integration process. 

Expansion: For accounts that seek to expand their usage or engagement. An expansion template is a streamlined document facilitating the process, identifying opportunities, and driving growth. 

Churn: For accounts that may be at risk of churning because they have shown low engagement or haven’t shown signs of product adoption. 


Adoption: For accounts that aim to increase product utilization. An adoption template is a predefined guide facilitating effective strategies and best practices to drive product usage. 

SmartKarrot’s Success Play templates are reusable and can be redesigned for any future activity.

SmartKarrot’s Success Play templates are reusable and can be redesigned for any future activity. 

Account assignments or associations can happen as you create new Success Play templates. 

Any admin, CSM, or Customer Success Leader (CSL) who has access to the platform can create a Success Play. Several Success Plays can be created on a single template and can be modified depending on the particular requirements. 

Highlighted Features of the SmartKarrot’s Success Plays

SmartKarrot has developed CS playbooks that exceed those of other playbooks with features that help you manage everything from creation to execution right within the tool. Specific features to help CSMs and their teams include:

  • Dashboard with the overall performance of all accounts
  • Level of engagement among CSMs to allocate tasks effectively
  • Status of each Playbook, including delays or progress
  • Cross-collaboration on tasks across CSMs and Playbook
  • Easy to assign or unassign a playbook, making it dynamic
  • Financial snapshots of accounts
  • Automation of customer renewals for durations of 30, 60 or 90 days 
  • Automated survey campaigns to simplify customer engagement

How to Create and/or Edit a Success Play Template?

Step 1: Overview

The first step in creating a template is to understand the outcome of the Playbook. It could be Expansion, Renewal, and Onboarding, etc. Give the template a name, assign an owner, and add tasks necessary to complete the Playbook template. 

Creation of a Success Play Template

While adding tasks, it is necessary to identify the activities for this particular Success Play template and what type of activity it is such as “task” or “touchpoint.”  Example activities are training, customer education, or configuration of platform to name a few. If you have an expected date of completion, you can also choose how many days it should be completed from its inception.

Save the task once completed and repeat this process for every other task you need to add to the Playbook template. Once done you can save the template to your existing library of templates.

How the SmartKarrot CS Playbook Feature Helps CS Teams and Companies

SmartKarrot CS playbook feature allows customer success teams to define and automate their most effective processes. It allows CS teams to:

  • Have a greater understanding of customer churn risk, possibility for escalation, scope for upsell
  • Be better prepared to understand opportunities and predict churn or lifecycle events
  • Create templates easily with prescriptive workflows
  • Understand specific account health with a high-level of transparency
  • Come to logical conclusions about accounts backed by data and analysis
  • Create weekly, bi-weekly, or other regular touchpoints with customers to improve engagement levels
  • Save time, reduce effort, and improve chances of renewals and upselling through the automation
  • Understand reliable projections for growth (ARR) from the existing customer base
  • Optimize customer experience as teams are aware of account status via customer alerts

Different Types of CS Playbook Templates at SmartKarrot

Here are a selected few CS playbook templates created by SmartKarrot that you can download without paying a single penny!

Adoption Playbook

Your customers’ use of your product determines adoption in customer success. However, the breadth, depth, and quality of this use will differ. You’ll need to devise a plan to know how to appeal to your frequent users and your less frequent customers. This is where the adoption playbook template from SmartKarrot can come in handy.

Download the adoption playbook template for free.

Cross sell Playbook

Create cross-sells that often alter and offer something: Unique (Exclusive products), Highly Valuable (Deeper discounts), Limited (in number or availability length), and/or Personalized in the customer portal or on the cart page. This is where the cross sell playbook from SmartKarrot can come into the picture.

Download the cross sell playbook template for free.

Onboarding Playbook

Your new consumers need to know how to get started after the sale is completed, including what to do, how to do it, and how to benefit from your product or service. You have won them as lifelong clients when they recognize and appreciate how you enhance their lives.

Customers will be forced to learn through trial and error if you don’t have a strategy for onboarding them. It is a stressful experience that frequently results in buyer’s remorse and, eventually, customer turnover. This is where the onboarding playbook from SmartKarrot can come in handy.

Download the onboarding playbook template for free.

Upsell Playbook

Reaching a customer’s goals and intended improvement is the quickest approach to secure a renewal, upsell, or introduction of a referral. Customer success teams may, however, lose sight of their objectives and turn instead to implementation and training.

The success cycle should be centered on these results to emphasize goals and targeted improvements. Resetting target goals and goal achievement should be the first step in the transition from sales to customer success using a Mutual playbooks, followed by onboarding and account strategy calls. This is where upsell playbook from SmartKarrot can become a guiding force and help you achieve your objective.

Download the onboarding playbook template for free.

Bottom Line

SmartKarrot Playbooks allow customers to have a consistent experience with your company and allow CSMs to manage accounts much more easily. CS teams get regular feedback about products and manage multiple accounts easily, while reducing the chances of churn. SuccessPlays simplify CS teams’ work so resources can be allocated where they are more needed. With CS Playbooks, customer success and customer-facing teams will achieve greater customer satisfaction and increased customer success.

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