Playbooks without outcomes turn into activity reports. Start with 2–3 customer outcomes you can measure (time-to-first-value, usage depth, key feature adoption). Then write plays that move those, and instrument the deltas. If a play can’t be tied to a metric next week, it’s not ready.
Customer Success is a company-wide strategy to maximize customer outcomes and, as a result, durable revenue (retention and expansion). In practice it integrates product knowledge, domain expertise, and relationship management into repeatable programs. The simplest test: do customers achieve the outcomes they hired the product for, and can we demonstrate that with data over time?