Playbooks
Improving Performance

Customer Creation—SELLING

Sales Playbooks exemplify a company’s sales culture. A Playbook is a customized sales map to create buy-in and alignment within a sales team—using common sales language and sales processes.

Playbooks are a knowledge base and training platform to help salespeople fit products and services to prospect needs.

Sales Playbooks are the foundation for positive customer experiences.

Customer Retention—SERVING

A company must understand CXX – Customer Expectations and Experiences – to retain customers.

CXX Playbooks enhance the ability of company employees to fulfill the emotional and rational expectations of customers.

When CXX is done exceptionally well, customers become powerful advocates for your company in the marketplace.

INITIAL OVERVIEW
Setting project scope, schedule, and expectations

INTERNAL AUDIT
Clarifying companywide perspectives

EXTERNAL AUDIT
Interviewing select representative (satisfied or problematic) clients to better understand CXX gaps

DESIGN
Integrating audit information into change recommendations

IMPLEMENT TRAINING
Transferring skills via applied practice, and scenario-based role playing

MANAGE TO ADVOCACY
Reinforcing process, practices, and changes that support ongoing customer retention and advocacy