
Customer Case Study
Docs + Word3 pages
Free
When a founder does all the selling, the process lives in their head, and the first hires guess. This playbook captures it in eight pages: what you sell, who buys and why, where leads come from, the stages with their conversion rates, pricing and discount rules, and the tools and CRM rules that keep the data honest.
The sample follows Hartwell Supply, a workplace safety supply program for light manufacturers, with 142 closed-won deals, a 74-day cycle, three packages and discount approvals. Replace the customer profile, stage rates, pricing rules and tools with what your best reps actually do, then add an owner and a review date.
Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.
Define your ideal customer using firmographics, triggers and three disqualifiers from your closed-won data.
Align the stage list and exit criteria with the opportunity stages in your CRM, and enter your real conversion rates.
Replace the messaging, pricing rules and tools with yours, and add an owner, version and review date.
Delete the Make it yours page, then share the playbook with your reps or present it in onboarding.
Yes. Make a copy in Google Docs and edit it in your own Drive. There is nothing to install and no account to create beyond your Google account.
No. Hartwell Supply, the people named, the customers and every figure are fictional sample data. Replace them with your own closed-won data and process.
Start with your ideal customer, the stages with exit criteria a manager can test, and your pricing rules. Describe what your best deals did, not an ideal process.

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