Playbook
A documented and structured set of processes to provide guidance for CSMs on recurring situations and practices such as running a QBR, new partner onboarding, developing a success plan, escalation management, or response to churn signals.
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THE HONEST TRUTH
A playbook describes what to do in a situation that behaves the way the playbook author imagined. A CSM who follows a playbook without judgment is executing a process; a CSM who uses a playbook as a starting point is managing an account.
A playbook describes what to do in a situation that behaves the way the playbook author imagined. A CSM who follows a playbook without judgment is executing a process; a CSM who uses a playbook as a starting point is managing an account.