playbooks

home / skills / gtmagents / gtm-agents / adoption-playbook

adoption-playbook skill

/plugins/customer-success/skills/adoption-playbook

This skill helps design and execute customer adoption programs using a structured playbook with templates, metrics, and a feedback loop.

npx playbooks add skill gtmagents/gtm-agents --skill adoption-playbook

Review the files below or copy the command above to add this skill to your agents.

Files (1)
SKILL.md
1.2 KB
---
name: adoption-playbook
description: Structured guide for designing and executing customer adoption programs.
---

# Adoption Playbook Skill

## When to Use
- Launching onboarding/adoption initiatives for new segments or products.
- Refreshing adoption strategies after major roadmap or packaging changes.
- Standardizing enablement for CS, product, and marketing partnerships.

## Framework
1. **Persona & Journey Mapping** – goals, blockers, success metrics, critical milestones.
2. **Play Matrix** – channel x milestone view of actions, owners, cadences, and triggers.
3. **Content Library** – templates for comms, workshops, office hours, and enablement assets.
4. **Measurement Plan** – activation, usage, sentiment, expansion metrics with thresholds.
5. **Feedback Loop** – qualitative signals, experiment backlog, and improvement tracker.

## Templates
- Journey table (milestone, trigger, action, owner, KPI).
- Adoption campaign brief with creative/copy checklist.
- Weekly adoption standup agenda and notes doc.

## Tips
- Anchor each milestone on a clear customer outcome, not just feature usage.
- Pair with `build-adoption-program` command for automated blueprints.
- Archive playbook iterations to show impact in QBR/EBR storytelling.

---

Overview

This skill provides a structured guide for designing and executing customer adoption programs across product, customer success, marketing, and sales. It packages a repeatable framework, templates, and measurement plans to move customers from activation to value and expansion. The playbook is production-ready and designed to be operationalized quickly in GTM workflows.

How this skill works

The skill walks teams through persona and journey mapping, builds a play matrix that assigns actions by channel and milestone, and assembles a content library of templates for comms and enablement. It also creates a measurement plan with activation, usage, sentiment, and expansion metrics, plus a feedback loop for experiments and continuous improvement. Outputs include campaign briefs, journey tables, and weekly standup agendas ready for immediate use.

When to use it

  • Launching onboarding or adoption initiatives for a new product, segment, or feature.
  • Refreshing adoption strategy after major roadmap, pricing, or packaging changes.
  • Standardizing enablement across CS, product, and marketing teams.
  • Creating repeatable playbooks for cross-functional GTM execution.
  • Preparing evidence and impact stories for QBRs or executive reviews.

Best practices

  • Anchor each milestone to a clear customer outcome rather than raw feature usage.
  • Map personas and journeys first to ensure plays align with customer goals and blockers.
  • Use a play matrix (channel x milestone) to assign owners, cadences, and triggers.
  • Define thresholds in the measurement plan to trigger interventions and escalation.
  • Maintain a feedback loop with qualitative signals and an experiment backlog for iterative improvements.

Example use cases

  • Designing a 30/60/90 day onboarding program for a new SMB product tier.
  • Creating targeted campaigns and workshop templates for a high-touch enterprise segment.
  • Running an adoption refresh after a major UI release with new activation milestones.
  • Standardizing handoffs and playbooks between product, CS, and marketing for scalable growth.
  • Building a measurement dashboard and playbook archive to show adoption impact in QBRs.

FAQ

How quickly can I operationalize a play from this skill?

You can draft an initial play in a few days using the journey table and campaign brief templates; full operationalization across teams typically takes 2–6 weeks depending on coordination and tooling.

What metrics should I prioritize first?

Start with activation and core usage metrics tied to the value event, then add sentiment and expansion signals once activation baselines are stable.