# Write a customer success playbook for a recurring account scenario

A step-by-step playbook so your team handles a common customer situation the same, effective way every time.

- Topic: Projects & Operations
- Framework: Few-Shot
- Level: Standard
- Tags: Write, Fill-in Template, Step-by-step
- Source: https://www.thinkwithprompt.com/prompts/write-a-customer-success-playbook-for-a-recurring-account-scenario

## Prompt

```text
Help me write a customer success playbook for a scenario my team handles repeatedly.

**Scenario:** [e.g. "usage drops 30% month over month", "new customer kickoff", "renewal at 90 days out", "exec sponsor changes", "support escalation on a key account"]
**Trigger and how we detect it:** [e.g. health score alert, CRM field, usage report]
**Team and tools:** [ROLES, CRM/CS platform, communication channels]
**What has worked or failed before:** [EXAMPLES]
**Segments it applies to:** [e.g. enterprise only, all accounts, tech-touch accounts get an automated version]

Write the playbook with:
1. Purpose and the outcome we want.
2. Trigger and entry criteria (and when NOT to run it).
3. Step-by-step actions with owner, timing, and tools for each step.
4. Message templates for each customer touchpoint (email, call talk track), with placeholders.
5. Decision points: if the customer responds X, do Y; when to escalate and to whom.
6. Exit criteria: how we know the play worked or should stop.
7. Metrics to track playbook effectiveness.
8. A short version for lower-value segments (automated or lighter touch).

Keep it usable by someone new on the team. Write steps as actions, not principles.
```

## What to fill in

- e.g. health score alert, CRM field, usage report
- ROLES, CRM/CS platform, communication channels
- EXAMPLES

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