---

name: Success Story Draft description: Draft a customer success story or case study for marketing and sales use outputPath: factory/knowledge/success-factory/success-stories/{{customerName}}.md knowledge:

• success-factory/csm-playbook.md
• voice.md

---

Success Story Draft Skill

Generate a compelling customer success story that showcases real results and can be used for marketing, sales enablement, or customer advocacy.

What This Skill Does

1. Gathers customer context and results
2. Structures the narrative around challenge → solution → results
3. Produces a draft ready for customer approval and marketing polish

Required Knowledge

Before generating, load:

• @knowledge/success-factory/csm-playbook.md - For authentic customer voice

---

Questions

customerName: Customer name and brief description?

Examples:

• Acme Corp - Mid-market SaaS company, 200 employees, B2B sales
• TechStart - Early-stage startup, Series A, consumer app
• Enterprise Inc - Fortune 500 retailer, 50K employees, global

challenge: What was their situation before working with you? What problems did they face?

Examples:

• Manual customer health tracking in spreadsheets, missing churn signals
• CSM team of 3 managing 500 accounts, no way to prioritize
• Renewals were reactive - only knew about issues at contract end
• No visibility into product usage, flying blind on customer health

solution: How did they use your product/service? What was the implementation like?

Examples:

• Implemented health scoring across all accounts in 2 weeks
• Integrated with their CRM to automate CSM workflows
• Started with pilot team of 5 CSMs, expanded company-wide
• Customized playbooks for their specific customer segments

results: What measurable outcomes did they achieve? Be specific with numbers.

Examples:

• Reduced churn from 15% to 8% in first year
• CSMs now manage 2x accounts with better outcomes
• 94% renewal rate, up from 82%
• Identified at-risk accounts 60 days earlier on average
• NPS improved from 32 to 58

quote: Any direct quotes or feedback from the customer?

Examples:

• "We finally have visibility into what's actually happening with our customers" - Sarah Chen, VP CS
• "The ROI was obvious within the first quarter" - Mike Johnson, CRO
• "Our CSMs went from firefighting to proactive outreach" - Team Lead
• No direct quote yet - will need to request

---

Template

Copy# Customer Success Story: {{customerName}}

## Quick Stats

| Metric         | Result   |
| -------------- | -------- |
| [Key metric 1] | [Result] |
| [Key metric 2] | [Result] |
| [Key metric 3] | [Result] |

---

## Company Overview

**Company:** {{customerName}}
**Industry:** [From context]
**Size:** [From context]
**Use Case:** [Primary use case]

---

## The Challenge

[2-3 paragraphs describing the situation before. Write in third person, past tense. Be specific about pain points and what was at stake.]

### Key Pain Points

- [Pain point 1]
- [Pain point 2]
- [Pain point 3]

---

## The Solution

[2-3 paragraphs describing how they implemented and used the solution. Focus on the journey, not just features.]

### Implementation Highlights

- **Timeline:** [How long to get value]
- **Team:** [Who was involved]
- **Approach:** [Phased rollout, big bang, etc.]

---

## The Results

[2-3 paragraphs describing outcomes. Lead with the most impressive metric. Connect results to business impact.]

### By the Numbers

| Before              | After          | Impact          |
| ------------------- | -------------- | --------------- |
| [Baseline metric 1] | [New metric 1] | [% improvement] |
| [Baseline metric 2] | [New metric 2] | [% improvement] |
| [Baseline metric 3] | [New metric 3] | [% improvement] |

### Qualitative Wins

- [Non-numeric benefit 1]
- [Non-numeric benefit 2]

---

## In Their Words

> "[Primary quote from customer - the most compelling one]"
>
> — **[Name]**, [Title] at {{customerName}}

[Optional: second supporting quote]

---

## What's Next

[Brief mention of expansion, continued partnership, or future plans]

---

## Key Takeaways

For companies facing similar challenges:

1. **[Takeaway 1]** - [Brief explanation]
2. **[Takeaway 2]** - [Brief explanation]
3. **[Takeaway 3]** - [Brief explanation]

---

_[Note: This draft requires customer approval before publication. Verify all metrics and quotes directly with the customer.]_

---

Quality Checklist

• Challenge section creates empathy without being negative
• Results are specific and verifiable
• Quote sounds natural, not marketing-speak
• Story flows logically: problem → solution → outcome
• Customer approval note is included
• No confidential information without explicit permission