Company Playbook vs People Playbook

there are several use cases where you need to decide whether you want to create a company playbook or a people playbook here are the differences between the two and the common examples of both types of playbooks choosing the right playbook type what is the trigger? the trigger of the https //kb custify com/playbooks is one of the most important aspects you need to consider when deciding between the two types do you want the trigger to be based on a company segment or a people segment? do you want to email people based on the company they are a part of/their role/specific tag when a new company joins a segment? do you want to email people based on events and their triggers/attributes, regardless of their company attributes? sending welcome emails to your new customers is a common playbook use case if you choose to use a company playbook for this , you will need to identify the new companies that have become your customers and send welcome emails to all the people within the company or to people in a specific https //kb custify com/segments /with a specific tag however, if a new person joins the company after the https //kb custify com/playbooks was executed, that person will not receive this email because the company has already completed the playbook when you create a people playbook , you can send welcome emails to all newly added people in companies, regardless of how long their company has been using your product for example, the condition may be that the signup at date was less than 10 days ago this way, you capture all new people working with your product, regardless of whether they are connected to old or new company accounts if you create a company playbook to get notified when there is low activity on an account , you can send emails or create notifications/tasks for the csm based on company activity if no user has logged into the company profile in the last x days, you can email the main contact in the company if you create a people playbook , you can email individual users that did not log in in the last x days you need to decide which trigger makes more sense for your cs processes — do you want to know when a company has low activity overall or when certain users have had low activity? if you want to notify the csm when the company has low activity overall, it might make more sense to create a company playbook, since the trigger will be based on company level events/company https //kb custify com/health scores if you want to send an email to the primary contact 30 days prior to the contract renewal, the renewal date should be a company attribute therefore, in this scenario, you should create a company playbook based on a https //kb custify com/segments that captures the companies with renewals in the next 30 days what are the actions? it is important to know what you want to achieve with the https //kb custify com/playbooks , as the actions available in the company playbooks are different from the ones in the people playbooks there are particular actions that are available only in the company playbooks assign the csm/account manager create/update tasks send notifications to the company csm/company account manager send emails to the company csm /company account manager update the https //kb custify com/lifecycles status if the purpose of the playbook is to create tasks for the csm, it makes more sense to create a company playbook what is your customer structure? keep in mind that when you create a company playbook, each company goes through the playbook individually for example, if your action sends emails to users, and you have users assigned to multiple companies, those users will receive one email for each company they are assigned to through the playbook in this case, it would make more sense to create people playbooks to ensure that users only receive one email each playbook provides statistics on the number of entities that have completed the playbook, as well as the entities that are in process of completing it (for example, if you have added a waiting step in the playbook) depending on what kind of statistics you want to track, you can decide on the kind of https //kb custify com/playbooks you want to create for example, do you want to see how many companies have had low activity ( create a company playbook ) or how many individual users have had low activity ( create a people playbook )? playbook examples company playbooks red health score/health score decreased with x% (—>alert the csm) renewal (—>alert the csm/send emails to your customers) assign a csm payment due (— >alert the csm/send emails to your customers) set/unset attribute values (e g set churned to “true,” set start onboarding date when the company joins a https //kb custify com/lifecycles , etc low activity / no login (—>alert the csm) qbr meetings (—>alert the csm/send emails to your customers) sent csat/nps surveys behind/stuck in onboarding (—>alert the csm/send emails to your customers) monthly health check (—>create a task for the csm) monthly csm rating reminder (—>create a task for the csm) feature awareness (—>send emails to your customers) tag companies when the https //kb custify com/health scores is in red ( —>set tag “at risk”) people playbooks welcome emails (—>send emails) nps/csat score received (—>send slack message to the cs team) send csat/nps surveys kb/advanced features awareness (—>send emails)