The Salesforce playbook for customer success teams.
Customer Success owns the renewal number, the part of revenue that compounds. The CS organizations winning right now have a unified view of customer health, automated playbooks for the high-volume motions, and CSM productivity tools that let them focus on the conversations that move the needle.
- 12 chapters
- 5 day-to-day workflows
- 4 products in depth
- 7,551 words
What's inside.
Written by our Salesforce consultants for customer success teams. Read it start to finish or go straight to the chapter you need.
Salesforce for customer success teams: where it pays off
6 patterns that work for customer success teams, and the platforms we connect.
The problems Salesforce has to solve
The 6 problems a design has to solve, and 4 methods we use on them.
A week in Salesforce: the workflows that matter
5 day-to-day workflows to test any design or demo against.
The Salesforce products, in depth
Salesforce Service Cloud, Salesforce Data 360 (Data Cloud), Salesforce Agentforce, Tableau: capabilities, when each fits, and buyer questions.
How to roll it out
4 first decisions, plus step-by-step rollout plans for the main products.
The systems to connect
18 systems customer success teams most often connect to Salesforce.
Compliance and governance
6 obligations to design for from the start.
What to measure
11 measures, with a baseline worksheet.
Mistakes to avoid
The errors we are most often called in to fix, and what to do instead.
Questions teams ask
5 questions customer success teams ask before and after go-live.
Results from our projects
6 results from Abstrakt Solutions projects.
Next steps
Free assessments and how to reach a consultant.
Two of the workflows inside.
What customer success teams actually do in Salesforce when it is set up well. The playbook covers 5, plus rollout plans, metrics and mistakes to avoid.
Get the full playbook →- Post-sale handoff intakeWhen a deal closes, a record-triggered Flow creates the onboarding project, assigns the CSM by segment or territory, and copies the stated goals from the opportunity into a success plan. The CSM opens the account and sees what was promised, who signed, and which stakeholders matter, instead of chasing the account executive for notes.
- Renewal opportunity managementRenewal opportunities are generated ahead of each contract end date with their own stages, close dates, and forecast categories. CSMs update risk and next steps weekly, and Collaborative Forecasts rolls those calls up by manager. Finance and sales leadership read renewal exposure from the same pipeline views they already trust for new business.
Who wrote it.
Abstrakt Solutions is a Salesforce Select partner based in St. Louis, with 108 Salesforce certifications and a 4.95 out of 5 rating from 92 reviews on Salesforce AgentExchange (formerly AppExchange).
