Beyond CS Teams: Expanding Roles in Playbooks for Success
Episode 37 1:27 October 6, 2023
Beyond Customer Success Teams: Expanding Roles in Playbooks for Success

In this Episode

Digital Playbooks should help unify diverse roles, fostering collaboration and a shared mission, magnifying the power of collective success.


What about you? Have you seen other challenges as well?
I think organizations tend to… uh… sort of underplay the different roles who can actually participate in a playbook. It’s very easy to make it extensible and… you know… not dump everything on the CS team because just the CS team, as we all are aware, cannot get you that outcome.
So you do need… a certain roles to come in… at times… you might need finance to participate for, you know… it may not be for major majority of the tasks, but it may be for 1-2-3 tasks. You may need teams to participate. You may need your solutions engineer to participate, your training manager to participate, etc, etc.
You may need your executives to participate. So I think it’s good to set the culture of. Consistent, scalable, you know… playbook-driven organization if you have more roles participating, I think, in the playbook.
I love that as well, and I think you’re right, that is underestimated.

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