The Playbook
A playbook is a series of time-bound activities. It is a detailed checklist or blueprint of steps prescribed by the Head of Customer Success (CS) which should be followed during the customer journey.
Also, it contains the best practises that you must follow while dealing with your customers to improve their overall experience with the product.
An onboarding playbook is, similarly, the detailed sketch of the onboarding process and the time required to complete the same.
With playbooks, you will get a real-time view of which customers are in which step of onboarding.
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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
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While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps.
Once the steps are clearly defined, they can be categorised into either of the following elements. The onboarding playbook, typically, consists of:
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