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skills/adoption-playbook/SKILL.md

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+---
+name: adoption-playbook
+description: Structured guide for designing and executing customer adoption programs.
+---
+
+# Adoption Playbook Skill
+
+## When to Use
+- Launching onboarding/adoption initiatives for new segments or products.
+- Refreshing adoption strategies after major roadmap or packaging changes.
+- Standardizing enablement for CS, product, and marketing partnerships.
+
+## Framework
+1. **Persona & Journey Mapping** – goals, blockers, success metrics, critical milestones.
+2. **Play Matrix** – channel x milestone view of actions, owners, cadences, and triggers.
+3. **Content Library** – templates for comms, workshops, office hours, and enablement assets.
+4. **Measurement Plan** – activation, usage, sentiment, expansion metrics with thresholds.
+5. **Feedback Loop** – qualitative signals, experiment backlog, and improvement tracker.
+
+## Templates
+- Journey table (milestone, trigger, action, owner, KPI).
+- Adoption campaign brief with creative/copy checklist.
+- Weekly adoption standup agenda and notes doc.
+
+## Tips
+- Anchor each milestone on a clear customer outcome, not just feature usage.
+- Pair with `build-adoption-program` command for automated blueprints.
+- Archive playbook iterations to show impact in QBR/EBR storytelling.
+
+---

skills/executive-ebr-kit/SKILL.md

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+---
+name: executive-ebr-kit
+description: Template pack for executive business reviews with outcomes, risks, and
+  asks.
+---
+
+# Executive EBR Kit Skill
+
+## When to Use
+- Preparing quarterly/biannual executive business reviews (EBRs/QBRs).
+- Aligning customer exec sponsors with value realization, roadmap, and investment asks.
+- Creating consistent storytelling across CS leaders and account teams.
+
+## Framework
+1. **Narrative Structure** – headline, impact summary, challenges, commitments, next plays.
+2. **Metric Spine** – adoption, value, ROI, roadmap alignment, joint KPIs.
+3. **Risk & Opportunity** – top 3 blockers + mitigations; top 3 growth bets + investment needs.
+4. **Executive Actions** – decisions, approvals, introductions, or resources requested.
+5. **Follow-Up Tracker** – owner, due date, status, and impact measurement.
+
+## Templates
+- 6-slide EBR deck outline with talking points per slide.
+- Memo template for async EBRs.
+- Action/decision log sheet shared with customer + internal teams.
+
+## Tips
+- Lead with outcomes delivered before asking for investment or case studies.
+- Include joint success metrics the customer already tracks for easier alignment.
+- Pair with `run-escalation-playbook` for exec-ready updates on remediation progress.
+
+---

skills/risk-scoring-framework/SKILL.md

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+---
+name: risk-scoring-framework
+description: Method for calculating customer health/risk tiers using quantitative
+  + qualitative data.
+---
+
+# Risk Scoring Framework Skill
+
+## When to Use
+- Building or tuning customer health scores that drive CS prioritization.
+- Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
+- Auditing why certain segments churn or expand more than others.
+
+## Framework
+1. **Signal Inventory** – usage, sentiment, support, commercial, product feedback, exec engagement.
+2. **Weighting & Decay** – assign weights per signal, set freshness decay, define negative indicators.
+3. **Tier Mapping** – convert scores to tiers (green/yellow/red) with playbook hooks.
+4. **Validation Loop** – back-test against churn, expansion, and NPS outcomes.
+5. **Governance** – review cadence, owner accountability, and change management process.
+
+## Templates
+- Signal catalog spreadsheet with weights and owners.
+- Tier thresholds + play mapping sheet.
+- Validation report template comparing scores vs outcomes.
+
+## Tips
+- Combine structured data with CSM notes or sentiment highlights for context.
+- Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
+- Pair with `monitor-customer-health` output to auto-highlight risks.
+
+---

skills/sentiment-feedback-loop/SKILL.md

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+---
+name: sentiment-feedback-loop
+description: Process for capturing qualitative feedback and injecting it into CS playbooks.
+---
+
+# Sentiment Feedback Loop Skill
+
+## When to Use
+- Enriching health scores with qualitative insights from surveys, CSM notes, and communities.
+- Building voice-of-customer summaries for exec updates or escalations.
+- Prioritizing product/CS actions based on sentiment trends.
+
+## Framework
+1. **Source Intake** – NPS/CSAT, support tickets, call notes, community threads, surveys.
+2. **Tagging & Themes** – apply taxonomy for product area, sentiment, urgency, persona.
+3. **Routing Rules** – send critical feedback to owners (product, eng, CS, exec sponsors).
+4. **Insight Packaging** – compile trend summaries, quotes, and recommended actions.
+5. **Closed-Loop Tracking** – log actions taken, status, and customer follow-up.
+
+## Templates
+- Sentiment tagging spreadsheet or Notion template.
+- Weekly VOC digest format for leadership.
+- Follow-up tracker for commitments back to customers.
+
+## Tips
+- Automate ingestion where possible but maintain human review for nuance.
+- Highlight positive sentiment for advocacy/reference programs too.
+- Pair with `monitor-customer-health` and `run-escalation-playbook` for context.
+
+---