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Customer success playbooks

Automated playbooks let you activate sophisticated customer success strategies with scale and efficiency, all without sacrificing the human touch..

Engage and manage customers with automated playbooks

Playbooks (or plays) 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.

  • Tailor each plan: Each customer has a unique blueprint for success. Success Plans are completely customizable to align with the unique goals of each customer. ​
  • Define goals, assign tasks: Break down lofty business goals into manageable actions and tasks, all with clear assignments.  ​
  • Track progress: Real-time tracking of progress keeps your team informed, so your engagements can be confident and productive.
  • Keep things simple: With no limit on how many Success Plans you can create per account, you don’t need to overbuild them. Be detailed, but attainable.

Take a look at automated playbooks that will help you keep customers engaged

The anatomy of a play
How to build a play
Conditional logic within a play

Customer success playbook ChurnZero dashboard

Segment customers

Customer Playbooks - Conditional play logic builder ChurnZero dashboard

Determine steps

 

Build one play with multiple steps

Customer playbooks: Conditional play logic ChurnZero screenshot

Want to learn more?

“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., via G2

Personalize and scale engagements with automated playbooks

Benefits

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Increased efficiency: Built-in automation allows CS teams to streamline engagements and otherwise manual tasks, allowing the team to focus on more complex tasks.

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Relevant engagements: Sequence-based steps allow you to configure emails or announcements triggered by actions or events.

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Proactively address concerns: Conditional logic helps you automatically identify customer behavior to prevent predictable concerns and provide more personalized customer experiences.

Sample use cases

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Follow up on survey responses

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Initiate upsell opportunities

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Highlight new user login in announcements

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Notify customers about license utilization

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Set renewal reminders

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Kick off renewal processes​

“I love using ChurnZero! I can create plays, 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., via G2

Why customer teams love ChurnZero’s playbooks

Customer revenue leaders

ensure repeatable, revenue-driving programs like renewal and upsell campaigns are executed consistently across all accounts.

 

CSMs

manage customers automatically to save time, with the option to approve or remove accounts from playbooks depending on engagements and other factors.

Customer success leaders

build sophisticated, repeatable playbooks, activated by segmentation and behavioral triggers for relevance.

Spend more time on what matters most.

ChurnZero provides clear, immediate insight into what customers need and why—and our AI agents automate the follow-through—so your CS team can spend more time on strategy and relationships, and drive more recurring revenue.

See how ChurnZero’s automated playbooks can revolutionize your customer success 

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