Different people define playbooks differently. So let us start from a definition of what are Komiko’s playbooks.
Komiko’s playbooks allow you to define a set of metrics that are important for keeping your accounts and opportunities healthy and improving your win rate. Examples include:
- When a prospect or a customer sends an email, reply in less than 4 hours. This rule exists in customer service solutions, but not in sales solutions.
- Target having at least two contact people engaged to minimize vulnerability to organization changes.
- For large deals in an advance stage, target having at least one executive engaged.
- Ensure that you have at least one engagement per week – engagement could be an inbound email, phone call or a meeting.
- After any meeting with a prospect send an email describing what was discussed and next steps.
Komiko will recommend the base line for your playbooks based on past won/loss analysis. You will still be able to add more rules and change the target.
When the playbooks are set, they will continuously monitor the activity done with the relevant accounts and opportunities. When the target is not met Komiko will create a reminder and a task assigned to the account or opportunity owner.
Unlike typical task management solutions there is no need to manually create or close tasks. They will automatically be created when the target is not met and closed when done. The sales person does not need to spend time managing tasks and can focus on performing the activities that will improve the likelihood to win deals.
In addition, it opens an opportunity for the sales enablement and sales readiness teams. They can add snippets of their playbooks to the relevant metrics and tasks. So the sales person will get the advice and guidance in content and when they need it most.
Komiko’s playbooks have three main sections:
Here you can identify the scope of accounts or opportunities that share the same set of metrics and targets. In a second stage, one account or opportunity may be a member of more than one scope group. As an example, the account belongs to the Enterprise segment, but it is also in an on-boarding stage.
Information that can be used to determine scope includes most of Salesforce standard and custom fields at the account or opportunity level like account type, or opportunity stage or close date, owner role, etc.
There are two types of data that can be used:
- Static data – mostly residing at the Salesforce side. Information like: last inbound date, opportunity close date, renewal date, stage,
- Measure data – information processes by Komiko data engine that can be evaluated. Examples include: number of emails sent last week, number of executives disengaged in the last quarter.
Here are the categories:
- People – examples include: number of contacts engaged in a time period, number of team members engaged in a time period, same for executives
- Follow up – send an outbound email every time period, have a meeting schedule every time period, make a phone call, have an in-person meeting
- Activity level – number of emails sent or received in a time period, number of meetings scheduled/attended, number of phone calls in a tie period
- Best practices – send an email before and/or after any meeting with a prospect/customer, reply time to inbound email
- Service level – number of cases created in a time period, number of open cases in a time period, by severity, average time to close a case
At this stage the action generated is a reminder and a task assigned to the right individual. The content of the alert and task describes the expected action. In a second stage, we’ll allow you to introduce your organization specific playbook content and snippets that will help the sales and customer success teams to best perform.