Public playbooks
Find a method for your next project and explore public cases that used it.
Use when an FDE or solution consultant owns the conversion of observed customer needs into a clear, testable engineering specification for product or implementation teams. The output is an implementation-ready problem and requirement definition, not a commitment that engineering has accepted a roadmap date. Do not use when the request is only a bug reproduction or an already-approved change ticket.
Use when a CS owner or FDE sees a credible opportunity to expand an existing customer's use of the solution and must establish need, value, feasibility, sponsor support and commercial qualification before creating a sales opportunity. Do not use for speculative upsell messaging with no customer signal or for negotiating an already-qualified deal.
Use when a CSM or account owner needs to establish renewal readiness for one customer, resolve value or relationship risks, and prepare an evidence-backed commercial recommendation. This ends at renewal strategy readiness and stakeholder agreement, not legal contract execution. Do not use as a generic batch renewal calendar or to autonomously negotiate terms.
Use when a CSM or account owner sees falling adoption, weakening sponsor engagement, unresolved support issues or other retention risks and must diagnose the cause and secure an evidence-based recovery plan. Ends after recovery actions are agreed and an initial response is verified, not after a generic health score alone. Do not use for an active production incident or a routine healthy-account QBR.
Use when a CS or consulting owner must prepare and conduct a periodic business review focused on outcomes, value delivered, risks, and upcoming priorities. This includes evidence collection and customer discussion, not automatic commercial upselling. Do not use for a routine status meeting that has no outcome review.
Use when a new FDE, consultant, or CSM takes responsibility for an active customer relationship or delivery engagement and needs to recover reliable context, identify hidden commitments and reestablish a credible working plan. This playbook is inherently about taking ownership, not a mandatory handoff step attached to unrelated playbooks. Do not use for creating a new engagement with no prior history.
Use when an FDE, consultant, or customer success owner must prepare, conduct, and complete follow-through for a substantive customer meeting, including a recurring account review. Produce a decision-ready brief and accurate follow-up, not just a transcript summary. Do not use for meeting scheduling alone, asynchronous status messages, or an active incident that needs incident command. Work from authorized sources and never send messages or change CRM records without the required permission.