技能详情（站内镜像，无评论）
许可证：MIT-0
MIT-0 ·免费使用、修改和重新分发。无需归因。
版本：v1.1.0
统计：⭐ 0 · 501 · 4 current installs · 4 all-time installs
⭐ 0
安装量（当前） 4
🛡 VirusTotal ：良性 · OpenClaw ：良性
Package：1kalin/afrexai-customer-success
安全扫描（ClawHub）
- VirusTotal ：良性
- OpenClaw ：良性
OpenClaw 评估
The skill is an instruction-only Customer Success playbook whose requested resources and runtime instructions align with its stated purpose and do not ask for unrelated credentials or installs.
目的
Name/description match the SKILL.md. All steps (onboarding, health scoring, QBRs, churn playbooks, capacity models) are coherent with a Customer Success playbook and do not require additional system access or credentials.
说明范围
SKILL.md contains only procedural guidance, question prompts for the user, templates, and deliverable lists. It does not instruct the agent to read arbitrary system files, access environment variables, or send data to unexpected endpoints.
安装机制
No install spec and no code files — instruction-only skill. Nothing is downloaded or written to disk by the skill itself.
证书
The skill declares no required environment variables, credentials, or config paths; the content likewise does not reference secrets or external auth. Requested outputs (templates, models) are proportional to the stated purpose.
持久
always is false and model invocation is allowed (platform default). The skill does not request permanent presence, nor does it attempt to modify other skills or system-wide settings.
综合结论
This skill is internally consistent and appears to be what it claims: a playbook and templates for Customer Success. Before installing or using it, (1) avoid pasting sensitive customer data into any automated agent prompts; (2) review the external links (afrexai-cto.github.io) before clicking—they may point to paid resources; (3) test the skill with non-sensitive example data to verify outputs; and (4) disable or remove the skill if it later a…
安装（复制给龙虾 AI）
将下方整段复制到龙虾中文库对话中，由龙虾按 SKILL.md 完成安装。
请把本段交给龙虾中文库（龙虾 AI）执行：为本机安装 OpenClaw 技能「Customer Success Playbook」。简介：Complete customer success, retention, and expansion revenue system. Use for chu…。
请 fetch 以下地址读取 SKILL.md 并按文档完成安装：https://raw.githubusercontent.com/openclaw/skills/refs/heads/main/skills/1kalin/afrexai-customer-success/SKILL.md
（来源：yingzhi8.cn 技能库）SKILL.md
# Customer Success Playbook
Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.
## When to Use
- Setting up a CS function from scratch
- Designing onboarding flows for new customers
- Building health score models
- Preparing QBR templates and cadences
- Creating churn intervention playbooks
- Planning expansion and upsell motions
## Workflow
### 1. Assess Current State
Ask the user:
- Company stage (seed, Series A, growth, scale)
- Current ARR and customer count
- Average contract value (ACV)
- Current CS team size (or zero)
- Primary churn reasons if known
### 2. Design Lifecycle Stages
Map the customer journey:
| Stage | Duration | Owner | Key Metric |
|-------|----------|-------|------------|
| Onboarding | Days 0-30 | CS Lead | Time to First Value |
| Adoption | Days 30-90 | CSM | Feature adoption % |
| Retention | Ongoing | CSM | Health score, NRR |
| Expansion | Trigger-based | CSM + AE | Expansion MRR |
| Renewal | T-90 days | CSM | Renewal rate |
| Advocacy | Post-renewal | CS Lead | NPS, referrals |
### 3. Build Health Score
Weight these signals (0-100 composite):
- **Product usage** (25%): DAU/MAU ratio
- **Feature breadth** (15%): Features used vs available
- **Support load** (15%): Ticket volume and sentiment
- **Executive engagement** (15%): Meeting frequency
- **Satisfaction** (10%): NPS or CSAT
- **Growth signals** (10%): Seat/usage expansion
- **Payment** (10%): On-time history
Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical.
### 4. Create Onboarding Checklist
Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes)
Week 2-3: Activation (user training, configure workflows, first quick win)
Week 4: Handoff (retrospective, baseline metrics, ongoing cadence)
TTFV target: <14 days SMB, <30 days Enterprise.
### 5. QBR Template
45-minute agenda:
1. Results recap with ROI numbers (10 min)
2. Usage insights and underused features (10 min)
3. Roadmap preview — relevant items only (5 min)
4. Their priorities and business changes (15 min)
5. Action items with owners and dates (5 min)
Rule: Never present a QBR without a quantified ROI number.
### 6. Churn Prevention Tiers
- **Tier 1 (score 60-79)**: Automated nudges, CSM alerted
- **Tier 2 (score 40-59)**: Personal outreach within 48h, 30-day recovery plan
- **Tier 3 (score <40)**: Executive escalation within 24h, concession options ready
Early warnings: usage drop >30%, champion departure, competitor mentions, missed calls.
### 7. Expansion Playbook
Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.
| Play | Trigger | Approach |
|------|---------|----------|
| Seat expansion | >85% utilization | Right-size conversation |
| Feature upsell | Repeated workarounds | Demo the real solution |
| New department | Champion referral | Joint intro meeting |
| Tier upgrade | Hitting plan limits | Show per-user savings |
| Multi-year | Healthy + renewal due | Discount for commitment |
CSM expansion target: 20-30% of new ARR. NRR target: 110-120%.
### 8. CSM Capacity Model
- Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs
- Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs
- SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs
- Self-serve (<$5K): Automated digital-only
### 9. Output Deliverables
Generate for the user:
- Customer lifecycle map
- Health score model with weights
- Onboarding checklist (customized to their product)
- QBR template and prep checklist
- Churn intervention playbook with escalation tiers
- Expansion signal list and plays
- CSM capacity plan
- Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)
## Key Metrics
| Metric | Target |
|--------|--------|
| Net Revenue Retention | >110% |
| Gross Revenue Retention | >90% |
| Time to First Value | <14d SMB / <30d Enterprise |
| Health Score Coverage | 100% |
| QBR Completion | >85% |
| NPS | >50 |
## Resources
- Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/
- AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/
- Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/