Unlock the Power of Playbooks for Business Success
Episode 35 1:22 September 21, 2023
Unlock the Power of Playbooks for Business Success

In this Episode

Tired of SOPs collecting digital dust? Marrying playbooks with KPIs can turn your processes into performance gold.


 A lot of organizations create what they call as the standard operating procedures. Those really are the prescribed sort of plays or the playbooks equivalent, but in a documentation format, you know, how do you actually.. ensure that this is what is being done and this is what is being followed?
You know, when I think about playbooks, I think, you know… as you’ve just said, you know… you… you document a process, you want to make sure it’s implemented, but how do you really know it’s being implemented?
And it seems to me, Playbooks very much lend themselves to connecting the process to the effective monitoring. So, you can select KPIs that directly reflect the expected success of the strategies you’re trying to design into the playbook. So, for example, if a playbook is focusing on improving sales efficiencies, you can then tie that process to the relevant KPIs that could include, for instance, conversion rate, average deal size, or sales cycle length.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Book a Demo

Our Guests

Tracey Edwards

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast

    If you're customer-
    obsessed, let's talk.

    Recent Episodes (56 Episodes)


    Guy Galon

    Customer Success Executive, Author and Advisor

    Episode 56


    February 29, 2024


    Jolyn Isabelo

    Head of Onboarding & Scaled Success APAC

    Episode 55


    February 23, 2024


    Nainesh Poojary

    Head of Customer Success - APAC

    Episode 54


    February 22, 2024


    Shivani Chaturvedi


    Shivani Chaturvedi


    Sunil Mehta

    Managing Director

    Resources & Insights

    Intelligent Customer Success Podcast Intelligent Customer Success Podcast

    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Customer Success Blog

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Survey

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKarrot for a spin

    See how SmartKarrot can help you deliver
    winning customer outcomes at scale.

    Book a Demo