Building a Playbook

Now that you've learned about how to think about defining Signals, let's look into how you would build a Playbook. Playbooks are a set of criteria that describe the types of Accounts or Users that you're interested in knowing about, and automatically triggers actions to take accordingly. Once you create one, Correlated tracks when accounts or users match the criteria you've defined and keeps a history.

Creating a Playbook

  1. To create a Playbook, simply navigate here and click the "New Playbook" button in the top right.

  2. Choose whether you want this Playbook to target Accounts or Users.

Accounts will aggregate metrics from all the Users mapped to those Accounts. The option you choose here will determine what metrics and dimensions you can use to create the conditions, and what downstream actions are available later on.

  1. Give the Playbook a title that is clear and concise, and add a category to further organize your Playbooks.

Popular categorizations include stages of the customer lifecycle related to your Signal like Expansion, Conversion, and Churn, or various tiers of customers like Self-Serve, Mid-Market, and Enterprise.



Criteria to Define Playbooks: Dimensions and Metrics

Dimensions describe who the customers are - for example, how many seats they have, what region they are based in, how many employees they have, etc.

Metrics describe what your customers are doing in your product - for example, sign-ins, page views, feature usage, etc.

  1. To define the criteria you care about and determine who can enter this Playbook, click the "Add a condition" button. Here, you can flexibly combine Dimensions and Metrics (from multiple data sources) that you'll use to identify the Accounts or Users you're interested in.

Below is an example of Dimension filters that look at accounts with a "very good" activity score or higher, and more than 4 licenses sold.

Note: You can also determine if customers need to meet ALL of the conditions defined, or if they can meet ANY to enter.

  1. If you'd like, you can even use existing Signals to filter for the accounts or users you're interested in. To do this, click the "Add a Signal" button under Advanced Conditions.

Here, you can choose to look at Accounts/Users who are already active members of another selected Playbook. This is great to create more complex Playbooks that act like sequences for your PLG customer lifecycle.



Note: An Account or User can trigger more than once

Since Signals/Playbooks are built on usage, accounts and users can match the criteria more than once.

For example, if you create a Signal that looks for accounts where total usage increased 10% or more week-over-week, an account might enter that Signal at the beginning of the month, exit that Signal in the second week, and re-enter that Signal in the last week of the month. You would ultimately see this Signal twice as a result for that account.

If you do NOT want accounts or users to be able to re-enter a Signal, you can uncheck the "Remove members when these conditions are no longer true" setting when you're configuring the Signal.


Refining Your Playbook

One thing you might have noticed is that you have to select a threshold that defines what it means for a usage metric to be interesting.

The best way to figure out this threshold is to use our live "Results" section on the right-hand side of the Playbook builder. As you add various conditions, Correlated will pull in the actual number of customers already meeting the criteria, and a preview list of who those customers are.

If something doesn't look right, just adjust your condition thresholds!


Adding a Downstream Action

To get the most out of Correlated and fully streamline your PLG or PQL workflows, it's important to add an action for your team to follow up on. In the "Add Actions" section, just click on your favorite downstream app and set up automatic notifications / triggers to power your Playbook.

To learn more about each integration, click the docs below:


Tracking Playbooks with Goals

Finally, once your signal settings within the Playbook look good, you can add a "Goal" to closely track business outcomes. Just use the same Dimensions and Metrics to define the Goal, and set a number of days customers who enter this Playbook should achieve the Goal by.

Once you hit "Start Signal" we'll start tracking this Playbook on an ongoing basis. You can view the history / details of the Playbook on each Playbook's homepage.


Other Tips

If you're looking to track Metric conditions via percentage or percentile, here are some quick tips for how to use them in Correlated:

  • "Grown by percent" is comparing two time periods for just the one account in question. For example, "sign ins grown by percent 10 in the last week" means that sign ins increased by at least 10% week over week.
  • โ€œIncrease by - percentile greater thanโ€ looks at the absolute value of change over the time period selected and compares that to the rest of the users.
  • โ€œIncrease by percent - percentile greater thanโ€ looks at percent change over the time period selected and compares that to the rest of the users. For example, "the week over week percent change for invites sent by this account is in the 80th percentile, compared to other matched accountโ€™s week over week percent change."

Whatโ€™s Next

Now that you know how to build a Signal, you probably want to keep tracking Signals on an ongoing basis. That's where Workflows come in. Keep reading!