William Thrash

Playbook for Success

Success Structure, Strategy & Vision - Define the foundation of your Customer Success organization. Baseline your current performance, interview internal teams, churned customers, current customers, and your executive team for an effective gap analysis to path your north star. This playbook allows any organization to determine initial investment in Customer Success.

Customer Churn & Risk Mitigation Planning - Interview teams associated with churned accounts to determine an autopsy of churned customers, build a churn reason key, then begin building forecast models for churn and customer health. This playbook allows organizations to define a customer health score, playbook up to 5 common churn risk mitigation plans, and apply a common customer health matrix to existing customers.

Customer Satisfaction, Net Promoter Score, Customer Reference Program - Through effective customer health tracking the Customer Success organization can define, deploy, and scale a Net Promoter Score program. This playbook will establish a Net Promoter Score program, identify key personas to survey, collect and properly segment your Promoters, Passives, and Detractors; including a report with your initial NPS. Organizations can build a response plan and orchestrate responses to activate Promoters toward Detractors, utilize feedback from Passives that will quickly bring them into a Promoter class relationship.