PLG Playbook Library

No need to reinvent the wheel. Leverage our pre-built library of product-led playbooks to use for your most important product qualified leads and accounts.

End-to-end PLG GTM
For Marketing
For Sales
For Customer Success

Onboarding

Trialing account gets stuck in onboarding -> Send auto-email with next steps to gain value

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to track when an account's trial is ending. Examples:
  • ~Days Until Trial Ends
  • ~Days Since Trial Start
  • Use product-usage data to monitor when features required for trial success are not activated. Examples:
  • ~No Integrations Added
  • ~No Logins

Account achieved first onboarding milestone -> Notify CSM and auto-email with next steps

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to pinpoint when a "first" onboarding milestone was reached. Examples:
  • ~First Invite Sent
  • ~First Integration Connected
  • ~First Key Feature Activated

User activates feature → Send customer stories using the feature via email

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to track in real-time when users are taking action. Examples:
  • ~User Adds Integration
  • ~User Sends an Invite
  • ~User Clicks x Key Feature

Adoption

Segment out Premium vs Basic accounts -> Send nurture campaigns accordingly

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use firmographic / CRM data to monitor a customer's plan. Examples:
  • ~ Plan is Basic
  • ~ MRR is < X amount

Account has Daily Active Users → Send Slack DM to owner to gather customer feedback on their experience

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to determine who in an account is considered a daily user. Examples:
  • ~Daily Active Users
  • ~Consecutive Days Active

Customer renews for another year → Notify owner and trigger sequence thanking for their loyalty

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use contract / renewal data from your CRM or data warehouse. Examples:
  • ~Renewal Date
  • ~Days Until Automatic Renewal
  • ~New Contract Signed

Identify power users in top percentile of usage -> Invite to join community

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data and Correlated's built in thresholds to determine who's the most active. Examples:
  • ~Product Events Increase by Percentile X
  • ~Workflows Run Increase by Percentile Greater Than X

Usage growing 30% WoW → Reach out to write customer story

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product usage data to track overall usage growth WoW. Examples:
  • ~Overall Product Events
  • ~Sign Ins WoW
  • Use firmographic data to confirm they're longer term customers and are healthy. Examples:
  • ~Days Since Converted
  • ~Customer Success Status

Identify power users in enterprise accounts -> Send auto-email to collect customer feedback / sentiment

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use key product-usage data to surface power users.
  • OR use data warehouse modeling to develop your own complex power user criteria.
  • Use CRM data to track customer plan. Examples:
  • ~Enterprise Account
  • ~Premium Plan

Conversion

Account is “Mid-Market” tier and activated x and x features → Add to Outreach Sequence

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to segment for different company types. Examples:
  • ~Market Segment
  • ~Company Size
  • Use product-usage data to track the activation of multiple features.

Prioritize the most active accounts → Sales outreach to drive conversion

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use Correlated’s built-in Activity Score based on your unique product-usage data. Examples:
  • ~Activity Score is Excellent
  • ~Activity Score is Very Good
  • OR come up with your own key metrics to indicate high activity. Examples:
  • ~Signed In Events
  • ~Total Sessions
  • ~Total Product Events

Company invited multiple users to account and has > 50 employees → Assign Salesforce Task to Account Owner

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM firmographic data to track size of company. Examples:
  • ~Total Employees
  • ~Market Segment (SMB, MM, Enterprise)
  • Use product events to track user invites sent.

Executive title user signed up and used one key feature → Create task for sales outreach

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Leverage CRM demographic data to identify the user. Examples:
  • ~Role
  • ~Title
  • ~Decision-Maker
  • Combine with key product feature usage. Examples:
  • ~Feature Activated
  • ~Feature Clicked

Expansion

Customer views product on the next tier up -> Send customer success stories for new product

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to track when someone views / clicks into a gated product or feature.

New users added to an existing paying account → Auto-email to welcome users

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM or billing data to track customer stage. Examples:
  • ~Customer Plan is Active
  • ~Stripe Subscription Success
  • Use product-usage data to track users invited. Examples:
  • ~Invite Sent
  • ~Total Users Grown by x

ARR increased on usage-based pricing → Notify Account Owner to offer upfront pricing packages

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use data modeling to calculate increases in revenue. Examples:
  • ~ARR Percent Increase
  • ~ARR Increased by x Dollar Amount

Credits close to hitting threshold → Slack DM to Account Owner and send automated email

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to track credits included in plan. Examples:
  • ~Credits Used
  • ~Credits Available
  • OR use a data warehouse to model your own data. Examples:
  • ~Percent of Credits Used
  • ~Credit Usage Percent Relative to Included Credits

Usage is growing and renewal is < 60 days away → Salesforce Task to Account Owner

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use a data warehouse model combined with CRM data to track days until contract renewal.
  • Use product-usage data to monitor an increase in usage. Examples:
  • ~Total Product Events
  • ~Total Sign Ins

Account is highly active, but has no Account Owner → Notify Sales Manager to triage

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use Correlated’s built-in Activity Score based on your product-usage data, or come up with your own key metrics to indicate high activity. Examples:
  • ~Activity Score is Excellent
  • ~Signed In Events
  • ~Total Product Events
  • Use your CRM owner IDs to track ownership. Examples:
  • ~Account Owner ID
  • ~Customer Success Owner ID

Using > 80% of purchased seats → Notify Account Owner to discuss purchasing more seats

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to monitor included seats on plan, and product-usage data to determine how many are used. Examples:
  • ~Licenses Sold
  • ~Seats Sold
  • ~Seats Available
  • OR use data warehouse modeling to calculate percentage of seats used compared to available.

Contract renewal occurring in < 90 days → Create Salesforce Task and notify Account Owner

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use a data warehouse model and CRM data to track days until contract renewal:

Cross Sell

User views/clicks on new product → Send Slack DM to Account Owner for potential cross-sell opportunity

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to track page views / features clicked. Examples:
  • ~Product Page Viewed
  • ~Activate Gated Feature Button Clicked

Viewed documentation for gated feature → Send automated email about how to purchase the feature

Hubspot
Outreach
Salesforce
SalesLoft
Slack

Use product-usage data or event tracking to monitor when customers show interest in an advanced feature. Examples:

  • Clicked “Learn More” About x Feature
  • Viewed Integration Page

User has high overall usage compared to other similar users of the product → Offer more advanced product line

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to identify segments of users. Examples:
  • ~Market Segment of Company
  • ~User Role / Title
  • Use Correlated’s built-in Activity Score to identify high usage. Examples:
  • ~User Activity Score is Greater than Good
  • ~User Activity Score is Excellent

Account has more than 10 team members → Send email about purchasing CS package

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM and product-usage data to track total users. Examples:
  • ~Total Users
  • ~Invites Sent of All-Time
  • ~Seats Available

Churn

Credentials required for feature were revoked → Alert customer via automated Outreach sequence

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use product-usage data to trigger when credentials / access is revoked in an account. Examples:
  • ~Slack Access Denied
  • ~Salesforce OAuth Required

Admin user's activity score drops significantly -> Alert Account Owner

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use CRM data to monitor important customer types. Examples:
  • ~Admin
  • ~Job Title
  • Use Correlated's built-in Activity Scores to track overall usage/health.

Account exceeds x amount of support conversations -> Send Slack DM to CSM and get ahead of risk

Hubspot
Outreach
Salesforce
SalesLoft
Slack
  • Use a data warehouse to monitor conversations via your support chat tool. Examples:
  • ~Total Support Convos Increased
  • ~Tickets Opened

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