I've been asked to create a playbook that covers a professional services workflow. This is how I envision the workflow.
A CSM is contacted by customer requesting that we initiate a project. Within 2 days, the CSM should have spoken with the customer and agreed a tentative delivery date.
From there, all tasks in the playbook should be 'delivery date -x days'.
Trouble is, I can't figure out how to roll this all into 1 playbook. Would best practice be having the initial engagement be 1 CTA, that then triggers a separate playbook or am I over-complicating this.
All advice appreciated.
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