Playbook Execution Tracking

A playbook that exists in a document but is not tracked in execution is a suggestion. Execution tracking means monitoring which milestones have been triggered, which actions have been completed, which are overdue, and which have been skipped. Tracking ensures that playbook compliance is visible — the team lead can see at a glance which CSMs are executing the playbook consistently and which have gaps.

1. Track Milestone Completion For each account, track every milestone on the playbook: triggered, completed, or overdue. A dashboard view showing all accounts and their current milestone status provides portfolio-level visibility. Accounts with overdue milestones are accounts at risk of experience gaps.
2. Track Action Quality Completion is not quality. The QBR milestone is "complete" when the meeting happens. But was the meeting prepared? Were insights shared? Did the client confirm goal alignment? Track quality indicators alongside completion to ensure the playbook produces value, not just activity.
3. Track Skip Patterns When CSMs consistently skip certain milestones, it reveals one of two things: the milestone is not valuable (remove it from the playbook) or the CSM needs coaching on that milestone. Skip patterns across the team indicate playbook design issues. Skip patterns for individual CSMs indicate training needs.