Workflows vs. Playbooks


Natero workflows are used to track long-term processes that your customer success team follows to track and manage an account through a given stage of the account's lifecycle journey, in an organized and effective manner. These processes can include onboarding process, renewal process or QBR process, etc. They can also be set up to help drive your company's internal objectives and projects.


Workflows are composed of a series of key milestones to be achieved with due dates you specify. Within each milestone, you can add a checklist of subtasks that need to be done in order to successfully complete that milestone. A workflow milestone can be tracked in parallel with other milestones or dependent on the completion of another milestone. 

Depending on the complexity of the product or service, you can create lifecycle workflows that are tailored and deployed to a single account based on its specific needs, goals and timeline; or a set of accounts based on their tier, stage, revenue or strategic value to your company.

Natero tracks time spent in completing a workflow as well as each individual milestone. 


Playbooks allow managers to specify how they would like CSMs to respond to a particular account situation by providing detailed steps, guidance or best practices for dealing with it, while at the same time ensuring consistent customer experience across the team.

Playbooks are associated with alerts, not accounts. They can include things like questions to ask, suggestions to make, ideas on how to address customer objections, or even approved offers or discounts. Playbooks are fully customizable in Natero and can include direct links to relevant documents (e.g. how-to cheat sheets) or even let Success Managers share notes with each other on techniques that they’ve found work best for particular situations.

Natero does not track time spent in playbooks. 

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