Workflows that run on engagement
Usage, contact and advocacy measured against your successful customers – the plays that turn activity data into a next move on the account.
Expansion Signal to PQL Handoff Playbook 2026
Your customers who upgraded showed you what ready looks like before they asked. This play checks every account against them each week, confirms the records before anyone calls it ready, and puts the move on the account in your CRM: an upgrade conversation for your AE, an in-app prompt your team chose to automate – or no move, with the reason noted.
The Leave-It-Alone Playbook 2026
When the weekly check finds a gap worth a conversation, this play looks for a reason to wait first – a fresh purchase or renewal, a budget or org change, an open blocker, a departed champion. If the records show one, the reason goes on the CRM record with a date to look again, so the conversation happens when it can land.
Second-Value Seeding Playbook 2026
Your best customers show you which feature comes after the first. This play checks every account against them each week, finds the feature customers like it added next and kept, and puts the move on the account in your CRM: an in-app prompt and a short story, the CSM on the next call – or no move, with the reason noted.
Trial Activation Playbook 2026
Your converted customers show you what a good first week looks like. This play checks every trial against that pace each day, confirms a trial is really stuck before anyone acts, and puts the move on the account in your CRM: personal outreach for high-fit trials, an unblock message or check-in your team chose to automate – or no move, with the reason noted.
Ghosted Account Re-Engagement Playbook 2026
Your renewed customers use the product and talk to you on a steady rhythm. This play finds accounts with healthy usage that have stopped talking, confirms the quiet is real, and puts the move on the account in your CRM: a note built on their own usage, an insight call, a card – or no move, with the reason noted.
What Changed After the Release Playbook 2026
Every release, price change and campaign is a change worth measuring. This play picks the accounts a change should touch before it ships, tells and guides only them, and four weeks on sorts each one: moved, tried and dropped, no change, or the wrong way. Accounts that moved are left alone; the rest get a move on the CRM record.
AI Agent Account Context Playbook 2026
Walk into customer calls current, with the account on one page instead of five tabs. When a move lands on an account or a customer meeting is booked, a one-page brief goes on the CRM record: the gap against your successful customers, the recommended move and its evidence, and what's still open. Your team reads it, decides and sends.
Support-Signal Escalation Playbook 2026
Fix a bad week fast and keep the account informed. When tickets spike, this play compares the account's support load and usage with your successful customers, then splits the response: a reordered queue and a note for contained problems, or the CSM and support lead on one plan, on the account record in your CRM.
The NPS Autopsy Playbook 2026
Ask when an account crosses a line against the benchmark, not on a calendar: users well past it get the advocacy question, accounts where a gap is opening get a friction question, new accounts that reached their first goal get a value check. Each answer is read against usage, and the pairing puts a move on the CRM record – or no move, with the reason noted.
Docs Intent Signals Playbook 2026
A team reading your API reference is telling you what it wants to build. This play turns docs reads from identified accounts into evidence the weekly check reads beside usage against your benchmark, and puts the move on the account in your CRM: an expansion note for the AE, a help offer for the job they're reading about – or no move, with the reason noted.
Community-Led Retention Loop Playbook 2026
Your advocates are already in your data: the accounts and people using the product well past what your successful customers do. This play takes them from the weekly check, looks for a reason to wait, and puts one ask on the account in your CRM: a community invite your team chose to automate, a CSM's personal ask – or no move, with the reason noted.
Every playbook, one download
All 32 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.