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Cheat Sheet: How to Drive Efficiency With Automated Customer Success Plays

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CSMpractice.com Cheat Sheet Using Automated Playbooks for Customer Success teams Goals: Help your Customer Success team by leveraging your current systems automating playbooks and customer success processes. Increase efficiency without negatively affecting your relationships with clients. Action: As you prepare to implement automated playbooks, have these points in mind: Segment. Different automated playbooks can be applied to various customers. Think about which customer segments you wish to apply these playbooks. Is it strategic, mid-size or small clients? Knowing this will also make it easier to set a goal for what you wish to accomplish with your automated playbooks. Keep it personal. Any communication going out to your customers should feel personal and relevant, despite the fact that it is automated. Most CSM operations systems can help you automate your email communications with your clients as if they were sent from you personally. How They Shine. Focus on what's going well and congratulate your clients on their achievements, automatically. Trigger an email to be sent automatically upon completion of key milestones, such as new features used, new users added, higher adoption, etc. Striking a balance. If you are combining 1:1 communication (high-touch) with tech-touch, make sure to streamline everything. It will reflect badly on you, if what you tell to a client does not correlate with what is sent to them via email. Double check everything. Typos are not only embarrassing, but they also reflect poorly on your level of engagement with your customer. While customers sense when they get an automated email, they will not feel taken care of, if it is full of mistakes or irrelevant information. Measure Success: Incorporating automating playbooks into your customer success strategy can free up precious time for strategy and proaciveness. Need help getting started? Text HelpMeScale to 44222 for a FREE ASSESSMENT of your current CSM Operations software or Salesforce instance. We will help you uncover opportunities to scale, automate and get more value from your current systems, without needing to invest in additional ones. Contact us today, to learn more about how we helped companies like yours to become more proactive and strategic with their clients. C h e a t S h e e t f o r s c a l i n g w i t h A u t o m a t e d P l a y s 1. 2. 2. 3. 3. 4. 5. ☐ ☐ ☐ ☐ ☐

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