Playbooks

1. Introduction

Komiko recommends a set of playbooks for each account segment. These playbooks can be modified by changing targets, adding or removing items. When finalized, Komiko will compare each account to the target rules and generate call-to-action alerts when the rule is not compliant.

Account segment definition should follow the desired engagement and behavior with this set of accounts. As an example,  Enterprise accounts that have one owner (CSM, AM) for every 5 accounts, would expect a much more intense engagement than small accounts with a ratio of one owner to 100 accounts. In many cases people are using the revenue generated from their accounts and in other cases the potential revenue or a combination.

The playbook is typically accessed only by admin users.

It includes two main areas:

  1. Set of rules and targets
  2. Current state of accounts vs the target – it allows to check different target options and see their impact.

2. Maintaining rules

2.1 Change target and ‘what if’ analysis

You can change the target of any metric. In this case we would like to increase the target number of contacts in the 30 days period from 1 to 2. Pay attention that when it is set at a target of 1 there are 7 account (70%) that are not compliant. 

When you change it from 1 to 2, Komiko will indicate that you have edited this rule. It will not be saved until you click the <Save changes> button. When you change to 2 you’ll immediately see the impact on the number of non compliant accounts. When the target is 2 all 10 accounts are not compliant. A rule should be turn not more than 20% to 30% of the accounts to non compliant. If it’s much higher it may not be that easy to achieve.

2.2 Adding a rule

To add new rule, click of <New Rule>

You’ll then be able to choose an existing rule from a long list of rules. For each rule you’ll need to define the condition <Greater than> or <Less than> and the target value. As you noticed in the previous section that target can easily be changed after created the rule.

2.3 Deleting a rule

To delete a rule just click on the <trash can> icon and an indication of [Delete]. Deleting the rule will occur when you click the [Save] button.

2.4 Pausing a rule – temporarily

If you have a rule that you’d like to pause temporarily and then enable again. Same as any other change, you’d need to save the changes so they will take effect. When done, Komiko will go through all accounts in that segment and will close open CTAs that are a result of the rule that was paused. When un-paused, Komiko will review all accounts and create the required CTAs.

2.5 Save

Clicking on [Save Changes] will store all changes made (Edit, Create, Delete). It will then rerun the playbook and create new Call-to-action alerts and remove not relevant ones.

Clicking on <Reset> will ignore all changes made.

 

 

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