#playbook

Create comprehensive sales playbook for consistency. Sections: 1. ICP and Buyer Personas (who we sell to, pain points, motivations). 2. Value Propositions (core message, differentiation per persona). 3. Sales Process (stages, exit criteria, average time per stage). 4. Methodology (MEDDIC, Challenger, SPIN - which we use). 5. Prospecting (channels, scripts, templates, cadences). 6. Discovery Questions (by persona, problem area). 7. Demo Guidelines (structure, key features to show, customization tips). 8. Objection Handling (top 10 objections, proven responses). 9. Closing Techniques (negotiation tactics, discount policies). 10. Tools and Resources (CRM, sales engagement, enablement content). 11. Metrics and KPIs (what we measure, targets). Format: living Wiki or PDF, searchable, visual (screenshots, flowcharts). Ownership: sales ops maintains, reps contribute. Update: quarterly reviews. Usage: onboarding (week 1 reading), certification (test knowledge), ongoing reference.

Build customer success playbooks. Components: 1. Onboarding playbook (30/60/90 days). 2. Adoption playbook (feature usage). 3. Expansion playbook (upsell triggers). 4. Renewal playbook (health scoring). 5. At-risk playbook (churn prevention). 6. Champion building playbook (advocacy). 7. Segmentation by customer tier. 8. Success metrics and activities. Document best practices. Scale CS team. Proactive not reactive. Tie CS to revenue outcomes.