Skalin documentation

Modifying a Playbook

Modifying a Playbook

You can change your Playbook as often as you like, as long as it is not activated.

When a Playbook is running on one or more clients, you can't modify it: you'll have to click on "Duplicate Playbook" to make a copy that you'll save as V2, for example.

# Samples

Nota

To get started with Playbooks, we recommend you start by identifying the recurring actions that take up your time. There are undoubtedly many time-consuming things in your current processes that could be automated. Sometimes you don't even see them anymore, but they're there! Try to identify them and automate them using a Customer Success tool.

Playbooks will enable you to cover a wider field of action, which you simply couldn't manage humanly. And contrary to popular belief, they can be used for both high-touch and low-touch.

Here are the steps you need to follow to identify and prioritize the Playbooks you need to implement:

  1. Identify the weak points in your Customer Journey: for example, you know that your churn rate is too high compared with the industry average.
  2. Go back to the cause of the problem (the "5 whys"): my churn is too high because my customer didn't see the value of the product > he didn't see the value of the product because he didn't make sufficient use of certain functionalities > perhaps he didn't understand them properly > the functionality is seen too quickly during onboarding.
  3. Take inspiration from what has already worked for your company: perhaps some CSMs spend more time in training presenting this functionality. Capitalize on their experience to make it a standard.
  4. Reuse this material to design a high-performance Playbook.
  5. Prioritize by estimating the complexity of implementation vs. the expected benefit.

# Customer feedback

# Resources & Webinars

Contributors: CAMILLE_PRO\camil