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47f4dc2fb6
Locks Dealix's positioning forever and closes the operational gap between "great product" and "great customer experience": onboarding, connectors, support SLA, incidents, customer success cadence, and companies/marketers landing pages. Positioning Lock (3 docs) - POSITIONING_LOCK.md (Arabic): Saudi Revenue Execution OS category lock; one-liner; primary buyers (companies + agencies/marketers); wedge (First 10 Opportunities + Proof Pack); 5 approved claims; 5 prohibited categories; 5 modes; 5 bundles; 6 "what Dealix is NOT" rules - PROHIBITED_CLAIMS.md (Arabic): 8 categories of forbidden marketing language (guaranteed results, scraping, full automation, bypass approvals, competitor attacks, legal/financial promises, medical language, exaggerated speed) + technical enforcement (safety_eval + tone_eval + quality_review_gate + tool_action_planner + test_positioning_lock.py) - APPROVED_MARKET_MESSAGING.md (Arabic): tagline + 30-second elevator pitch + 5 headlines + competitor positioning table + 4-segment outreach templates + LinkedIn/X social posts + slogan bank Customer Ops (6 modules) - onboarding_checklist: 8-step Pilot onboarding (select_goal → select_bundle → company_intake → connect_channels → upload_or_source → risk_review → first_service_run → first_proof_pack) with progress tracking + state advancement - connector_setup_status: 11 connectors (Gmail/Calendar/Sheets/Moyasar/WhatsApp/Forms/LinkedIn-LeadForms/GBP/CRM/Meet/Instagram) each with default_mode (draft_only/manual/ingest_only/approved_execute), launch phase, and blocking flag; ready_for_first_service gate requires no blocking connectors missing AND ≥1 connected - support_ticket_router: 4-tier P0/P1/P2/P3 classification with Arabic+English keyword matching; auto-classifies "تسريب", "إرسال بدون موافقة", "بدون موافقتي", "live charge", "unauthorized" as P0; per-priority Arabic first-response templates; SLA targets per priority - sla_tracker: SLA targets per priority (P0=30min/4h, P1=2h/24h, P2=8h/72h, P3=24h/1week); record_sla_event with strict event-type validation; classify_sla_breach for individual tickets; build_sla_health_report aggregates with verdict (healthy/watch/critical based on breach_rate) - customer_success_cadence: 6 cadence types (weekly_check_in, monthly_proof_review, QBR, at_risk_alert, renewal_30/7_day); build_at_risk_alert with risk_score 0..100 from days_inactive + drafts_pending + last_proof_pack_days_ago; build_customer_success_plan with 30-day per-bundle cadences (growth_starter, executive_growth_os, partnership_growth) - incident_router: SEV1/SEV2/SEV3 with first_action_minutes + comm_cadence; auto-SEV1 on has_data_leak OR has_unauthorized_send; SEV2 on affected_customers≥5; canonical 5-step response plan (freeze live actions / notify founder / create incident channel / review Action Ledger / PDPL 72h notification) + per-severity additional steps + post-mortem template New Operator Modes (2) - self_growth_mode: re-exports targeting_os.self_growth_mode (DEALIX_ICP_FOCUSES, recommend_dealix_targets, build_self_growth_daily_brief, build_weekly_learning_report) + operator-tier reminders (no cold WhatsApp even for Dealix itself, all drafts approval-first, no scraping) - service_delivery_mode: orchestrates service_tower workflow + revenue_launch.pilot_delivery + customer_ops.sla_tracker; build_service_delivery_brief (per-service template), build_sla_status_for_delivery (breach detection on open tickets), build_post_delivery_handoff (5-step transition to Customer Success cadence) Router (1 new) — 20 endpoints - /api/v1/customer-ops/* — onboarding (checklist/update-step/demo), connectors (catalog/summary/update/demo), support (priorities/classify/route/first-response), sla (event/classify-breach/health-report/health-report-demo), incidents (triage/response-plan), cs (weekly-check-in/at-risk-alert/success-plan) Customer-facing pages (1 new, 1 already-existed-preserved) - landing/companies.html (NEW): Saudi B2B companies pitch — Approval-first, no scraping, no cold WhatsApp; 4 bundles (Growth Starter / Data to Revenue / Executive Growth OS / Full Growth Control Tower); Proof Pack section; safety + compliance section - landing/marketers.html (existed): preserved as-is — agency/marketers Agency Growth OS path Tests (2 new files, 44 tests) - test_customer_ops.py: 31 tests * 4 onboarding (8 steps, advancement, unknown step error, complete-all) * 5 connectors (critical connectors present, blocking_missing detection, ready gate, validation, write) * 8 support (P0 security, P0 unauthorized send, P1 service down, P2 connector, P3 default, empty input, route includes SLA, P0 first-response Arabic with 30 min) * 6 SLA (event validates, log appends, breach detection within/exceeded targets, health report aggregation, critical verdict) * 4 incidents (data leak SEV1, unauthorized send SEV1, ≥5 customers SEV2, single customer SEV3, SEV1 plan includes PDPL) * 4 customer success (weekly check-in talking points Arabic, at-risk high severity, at-risk low severity, success plan per bundle including growth_starter and executive_growth_os Founder Shadow Board) - test_positioning_lock.py: 13 tests * positioning_lock.md exists with category + "ليس CRM" + "ليس بوت" * prohibited_claims.md exists with "نضمن" + "scraping" * approved_market_messaging.md has Approval-first + PDPL + Saudi Tone + Proof Pack * landing pages contain NO positive forbidden claims (negative restatements like "no auto-DM" in safety sections allowed) * companies.html includes "Approval-first" + "Proof Pack" * agency-partner.html OR marketers.html exists * private-beta.html does NOT promise guarantees * REVENUE_TODAY_PLAYBOOK emphasizes Approval-first * positioning_lock lists all 5 bundles * positioning_lock lists all 5 modes (CEO + Growth Manager + Agency Partner + Self-Growth + Service Delivery) Customer Ops Docs (5 new) - ONBOARDING_RUNBOOK.md (Arabic): 8 onboarding steps + day-by-day Day1-Day5 + 11 connector states + acceptance criteria - SUPPORT_SLA.md (Arabic): 4 priority tiers + auto-classification keywords + Arabic first-response templates + weekly review process - INCIDENT_RESPONSE.md (Arabic): SEV1/SEV2/SEV3 logic + canonical response plan + per-severity additional steps + post-mortem template + Arabic communication templates + auto-actions - CUSTOMER_SUCCESS_PLAYBOOK.md (Arabic): cadence types + weekly agenda (25 min) + at-risk scoring formula + per-bundle cadence + QBR + renewal flow + health score formula - CONNECTOR_SETUP_GUIDES.md (Arabic): all 11 connectors with scopes + step-by-step + acceptance criteria + troubleshooting table Test results - 44/44 new tests pass - Full suite: 949 passed, 2 skipped (missing API keys, unrelated) - 0 existing tests broken Safety + integration - All 20 customer-ops endpoints: approval_required=True, live_send_allowed=False - support_ticket_router HARD-CLASSIFIES "تسريب", "إرسال بدون موافقة", "live charge", "unauthorized" as P0 (founder owner, 30-min first response) - incident_router auto-promotes to SEV1 on has_data_leak or has_unauthorized_send (regardless of affected_customers count) - onboarding_checklist requires WhatsApp connector (blocking) before ready_for_first_service - connector_setup_status default_mode is draft_only/manual/ingest_only — never live - Positioning Lock test_positioning_lock.py enforces: * 5 bundles must be listed in POSITIONING_LOCK.md * 5 modes must be listed * landing pages must not contain positive forbidden claims (8 phrases) * companies.html must mention Approval-first + Proof Pack - self_growth_mode reminds operator: no cold WhatsApp even for Dealix itself - service_delivery_mode integrates SLA tracker before declaring delivery success Integration with everything before - Customer Ops onboarding integrates Service Bundles (autonomous_service_operator.service_bundles) - Customer Ops connectors mirror connector_catalog risk_levels + add operational state machine - Support classifier integrates with security_curator (P0 on secret leaks) + revenue_launch.payment_manual_flow (P0 on unauthorized charge) - Customer Success metrics flow from agent_observability + revenue_launch.proof_pack_template - Service Delivery Mode wires service_tower.workflow + revenue_launch.pilot_delivery + sla_tracker into one pipeline - Self-Growth Mode wraps targeting_os.self_growth_mode with operator-tier safety reminders - Companies + Marketers pages enforce POSITIONING_LOCK headlines Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
142 lines
3.5 KiB
Markdown
142 lines
3.5 KiB
Markdown
# Customer Success Playbook
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> **القاعدة:** كل عميل له cadence محسوب بحسب الـ bundle. كل تدهور في النشاط يولّد at-risk alert تلقائياً.
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---
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## Cadence Types
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```
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weekly_check_in
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monthly_proof_review
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quarterly_business_review
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at_risk_alert
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renewal_30_day
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renewal_7_day
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```
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---
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## Endpoints
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```
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POST /api/v1/customer-ops/cs/weekly-check-in
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POST /api/v1/customer-ops/cs/at-risk-alert
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POST /api/v1/customer-ops/cs/success-plan
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```
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---
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## Weekly Check-in Agenda (25 دقيقة)
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1. مراجعة آخر Proof Pack (5 دقائق).
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2. أبرز فرصة في الـ pipeline (5 دقائق).
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3. أبرز خطر في القنوات (5 دقائق).
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4. خطة الأسبوع القادم (5 دقائق).
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5. أي مساعدة من فريقنا؟ (5 دقائق).
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**Talking points** (تتولد آلياً من metrics):
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- "اعتمدتم {drafts_approved} رسالة هذا الأسبوع، ووصلكم {replies} رد."
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- "تم تجهيز {meetings} اجتماع."
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- "تم منع {risks_blocked} مخاطر تلقائياً."
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- "Pipeline متأثر بقيمة {pipeline_sar:.0f} ريال."
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---
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## At-Risk Detection
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النظام يحسب `risk_score` (0..100) من:
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| العامل | النقاط |
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|--------|-------:|
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| غير نشط ≥14 يوم | +40 |
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| غير نشط ≥7 يوم | +20 |
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| ≥10 drafts معلقة | +25 |
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| ≥5 drafts معلقة | +10 |
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| آخر Proof Pack ≥14 يوم | +30 |
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### Severity
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- ≥60 → high → إيميل مؤسس + QBR هذا الأسبوع.
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- ≥30 → medium → Proof Pack ملخص + ديمو خدمة جديدة.
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- <30 → low → weekly check-in عادية.
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---
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## Cadence per Bundle
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### Growth Starter
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- Day 1: kick-off call + intake.
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- Day 3: review first 3 opportunities + drafts.
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- Day 7: deliver Proof Pack v1.
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- Day 14: weekly check-in + upsell offer.
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- Day 30: monthly proof review + renewal/upgrade decision.
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### Executive Growth OS
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- Day 1: onboarding + connect channels.
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- Day 7: first weekly Proof Pack.
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- Day 14: weekly check-in + Founder Shadow Board v1.
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- Day 21: monthly proof review.
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- Day 30: QBR + annual upgrade conversation.
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### Partnership Growth
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- Day 1: partner ICP intake.
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- Day 5: 20 partners list + 10 outreach drafts.
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- Day 10: 5 partner meetings booked.
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- Day 14: weekly check-in.
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- Day 30: partner scorecard + revenue share setup.
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---
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## QBR (Quarterly Business Review)
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عند 90 يوم من اشتراك Growth OS:
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1. مراجعة 3 Proof Packs السابقة.
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2. حساب ROI: pipeline_x + closed_won_x.
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3. مقارنة مع benchmarks القطاع (من `growth_memory`).
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4. اقتراح تجارب الـ quarter القادم.
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5. مراجعة الـ pricing tier.
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---
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## Renewal Flow
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### 30-day-out
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- إرسال Proof Pack الشهري + رسالة ودية.
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- "نلاقيك في QBR لمراجعة العام القادم؟"
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### 7-day-out
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- إذا لم يجدّد: إيميل من المؤسس + خصم سنوي 15%.
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- إذا renewal at risk: at-risk alert تلقائي.
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### Renewal day
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- إرسال invoice + شكر.
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- بدء plan الـ quarter القادم.
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---
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## Health Score Formula
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```
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csat (0..10) × 5
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+ pipeline_sar / 1000
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+ meetings × 8
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+ approval_rate × 50
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- days_inactive × 2
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- drafts_pending × 1
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```
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```
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≥75 = healthy
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50–74 = watch
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<50 = at-risk
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```
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---
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## ما لا يحدث في CS
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- لا "عرض ترقية" قبل تسليم أول Proof Pack.
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- لا spam check-ins (max 1 في الأسبوع).
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- لا تخطي الـ at-risk alert إذا تجاوز high.
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- لا تعديل cadence بدون موافقة العميل.
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