Playbook Trigger Matrix Template
$20.00
Decide what starts every play, who runs it, how fast, and when to leave the customer alone.
Most CS teams have playbooks. Far fewer have agreed on what actually starts them. So one CSM jumps on every usage dip, another waits three weeks, and the customer gets a completely different experience depending on whose book they landed in. This matrix writes the rule down once, for everyone.
Every row says when this signal crosses this threshold, for this segment, this person runs this play within this many days, unless the suppression rule applies. It starts with 29 triggers across lifecycle, risk, growth and advocacy that you can adapt, delete or add to. A Check column flags any row missing a threshold, play, owner, timing, priority or suppression rule. Estimate how often each trigger fires and how long each play takes, and the Summary shows coverage by lifecycle stage, monthly workload by owner and how many triggers start each play. Build the logic here before you touch your CS platform or CRM.
What's included
Playbook Trigger Matrix template in Excel, plus a make-a-copy link for Google Sheets
4 tabs: start here, lists, matrix and summary
29 starter triggers with thresholds, owners, timing, priority and suppression rules
A Check column for incomplete rows, plus a workload and coverage summary
A step-by-step PDF guide with made-up examples, a seven-step rollout and the mistakes to avoid
A Steal This trigger matrix health check
Who it's for
CS leaders and CS Ops teams building or cleaning up a playbook library, especially before automating it.
How it works
Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.
Bundle and save
This template is part of the CS Operating Model Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.
Quantity