“We being able to create to automate communication to the customers.” — Michelle S.
Engage and manage customers with automated playbooks
Engage and manage customers with automated playbooks
Playbooks are automated workflows that give your customer success team the power to scale engagements and tasks with powerful, automated workflows. Your team can trigger, schedule, and target customer engagements, automate tasks, and send information to integrated systems. Plays use conditional logic to shift automatically based on pre-configured triggers. ChurnZero offers prebuilt plays for all stages of the customer lifecycle through Launchpad.
The anatomy of a customer play
How to build a play
Segment customers
Determine steps
Conditional logic within plays
Build one play with multiple steps
“I using ChurnZero! I can create , manage NPS scores, and contact customers/users through in-app messages, emails, and walkthroughs. It’s a great one-stop-shop to make sure all of our customers are happy and informed. Their customer support is phenomenal!” –Stephanie W.
Personalize and scale engagements with automated playbooks
Benefits
- Increased efficiency: Built-in automation allows CS teams to streamline engagements and otherwise manual tasks, allowing the team to focus on more complex tasks.
- Relevant engagements: Sequence-based steps allow you to configure emails or announcements triggered by actions or events.
- Proactively address concerns: Conditional logic helps you automatically identify customer behavior to prevent predictable concerns and provide more personalized customer experiences.
Use case ideas
- Follow up on survey responses
- Initiate upsell opportunities
- Highlight new user login in announcements
- Notify customers about license utilization
- Set renewal reminders
- Update fields in connected systems
- Kick off renewal processes
Why customer success teams love ChurnZero’s customer playbooks
“I love the ability to configure different plays to save time and get in touch with customers. Not only does ChurnZero do a lot of the work for you in identifying who to reach out to for each configured play, but there is the ability to send mass communication with the click of a button.” — MacKensie M.
CS leaders/CS operations
build sophisticated, repeatable playbooks, activated by segmentation and behavioral triggers for relevance.
CSMs/CS management
manage customers automatically to save time, with the option to approve or remove accounts from playbooks depending on engagements and other factors.
Learn about all the features of ChurnZero customer success software
Core customer success features
Segment customers create automated plays and journeys, get detailed reporting, and a better understanding of the health of your customer base.
Digital engagement tools
Everything you need to create personalized, automated communications with your customers, right within your product.
ChurnZero power tools
ChurnZero offers a suite of tools to increase your efficiency and elevate your customer success, including:
- Customer Success AI™
- Launchpad, our best-practices template library
- Predictive CS analytics
- Detailed renewal and forecasting
- Advanced reporting tools
- Learning management system integration
Learn more about what ChurnZero’s customer playbooks can do for you.
Ask Customer Success GPT™
We asked Customer Success GPT to answer the most common questions about customer playbooks.
What is a customer playbook?
It’s a strategic document that outlines standardized, repeatable processes and best practices for managing and nurturing customer relationships throughout their lifecycle. It ensures consistent and high-quality customer experiences, aiming to maximize customer satisfaction, retention, and growth.
How do you create an effective customer playbook?
The creation involves understanding customer needs, segmenting customers based on their behaviors and needs, defining clear objectives for each segment, and developing tailored strategies and actions. It requires collaboration across teams to align on goals, strategies, and metrics for success.
What metrics are important for measuring the success of a customer playbook?
Key Performance Indicators (KPIs) like Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), renewal rates, churn rates, and customer lifetime value (CLTV) are crucial. These metrics help in assessing the effectiveness of the playbook strategies in achieving desired customer outcomes and business growth.
For further reading on customer success strategies and best practices:
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- “The Customer Success Professional’s Handbook“ by Ashvin Vaidyanathan and Ruben Rabago. This book offers a comprehensive guide to the fundamentals of customer success, providing insights into creating and implementing effective customer success strategies.
- “The Startup’s Guide to Customer Success” by Jennifer Chiang. This resource is particularly useful for startups looking to build their customer success functions from the ground up. It covers essential concepts and practices for nurturing long-term customer relationships.
- “Farm Don’t Hunt: The Definitive Guide to Customer Success” by Guy Nirpaz and Fernando Pizarro. This book emphasizes the importance of proactive customer management. It provides practical advice on how to implement customer success practices that foster growth and retention.