Customer Success Playbook - AiPro Institute\u2122<\/title>\n <style>\n * {\n margin: 0;\n padding: 0;\n box-sizing: border-box;\n }\n \n body {\n font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, sans-serif;\n line-height: 1.6;\n color: #1e293b;\n background: linear-gradient(135deg, #f5f3ff 0%, #e0f2fe 100%);\n padding: 2rem;\n min-height: 100vh;\n }\n \n .container {\n max-width: 1200px;\n margin: 0 auto;\n background: white;\n padding: 3rem;\n border-radius: 16px;\n box-shadow: 0 8px 32px rgba(0,0,0,0.08);\n position: relative;\n overflow: hidden;\n }\n \n .watermark {\n position: fixed;\n top: 50%;\n left: 50%;\n transform: translate(-50%, -50%) rotate(-45deg);\n font-size: 8rem;\n font-weight: 900;\n color: rgba(139, 92, 246, 0.03);\n white-space: nowrap;\n pointer-events: none;\n z-index: 0;\n user-select: none;\n }\n \n .content {\n position: relative;\n z-index: 1;\n }\n \n .header {\n text-align: center;\n margin-bottom: 3rem;\n 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0.75rem 0.5rem;\n }\n }\n <\/style>\n<\/head>\n<body>\n <div class=\"watermark\">AiPro Institute<\/div>\n \n <div class=\"container\">\n <div class=\"content\">\n \n <div class=\"header\">\n <div class=\"logo\">AiPro Institute\u2122<\/div>\n <h1 class=\"document-title\">Customer Success Playbook<\/h1>\n <p class=\"subtitle\">Strategic Framework for Customer Engagement & Retention<\/p>\n <\/div>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udccb<\/span>\n Playbook Overview\n <\/h2>\n <div class=\"info-grid\">\n <div class=\"info-card\">\n <div class=\"info-label\">Playbook Version<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"Enter version number\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Last Updated<\/div>\n <input type=\"date\" class=\"info-value\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Department<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"Customer Success\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Target Audience<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"CSMs, Support Team\">\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcca<\/span>\n Customer Success KPIs\n <\/h2>\n <div class=\"kpi-dashboard\">\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Customer Retention<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0<\/div>\n <div class=\"kpi-label\">NPS Score<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Customer Satisfaction<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Adoption Rate<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Churn Rate<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0<\/div>\n <div class=\"kpi-label\">Expansion Revenue<\/div>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83c\udfaf<\/span>\n Playbook #1: New Customer Onboarding\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">1<\/div>\n <div class=\"playbook-title\">Trigger: New customer signed contract<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Send personalized welcome email with CSM introduction and next steps<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1-2:<\/strong> Schedule kickoff call within 48 hours of contract signing<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 3:<\/strong> Conduct discovery call to understand goals, use cases, and success criteria<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Complete account provisioning and grant access to platform<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Share onboarding checklist and training resources<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Deliver admin and user training sessions<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 3:<\/strong> Conduct check-in to address questions and review progress<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 30:<\/strong> Complete 30-day onboarding review and set quarterly goals<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Personalize the onboarding experience based on company size, industry, and primary use case. Enterprise customers may need longer implementation cycles, while SMBs benefit from faster time-to-value.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\u26a0\ufe0f<\/span>\n Playbook #2: Low Engagement \/ At-Risk Customer\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">2<\/div>\n <div class=\"playbook-title\">Trigger: Login activity dropped >50% or no usage in 14+ days<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Review account history, support tickets, and usage analytics<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 2:<\/strong> Send personalized re-engagement email with value reminders<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 3:<\/strong> Reach out via phone to understand blockers or challenges<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Offer additional training, onboarding support, or feature demo<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Schedule health check call with primary stakeholder<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Propose customized success plan with quick wins and milestones<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Ongoing:<\/strong> Monitor activity weekly; escalate to manager if no improvement<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Identify root cause before taking action. Common causes: lack of training, unclear value proposition, poor product fit, internal changes (budget cuts, team restructure), or competing priorities.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcc8<\/span>\n Playbook #3: Expansion & Upsell Opportunity\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">3<\/div>\n <div class=\"playbook-title\">Trigger: High engagement, positive feedback, or usage near plan limits<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Qualify:<\/strong> Confirm customer is achieving value and has positive sentiment<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Research:<\/strong> Identify expansion opportunities (more users, premium features, add-ons)<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Schedule Call:<\/strong> Book strategic business review with decision maker<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Present Value:<\/strong> Share ROI, usage data, and success metrics achieved to date<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Propose Upgrade:<\/strong> Present tailored upgrade\/expansion proposal with clear benefits<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Demo Features:<\/strong> Provide live demo of premium features or capabilities<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Trial Period:<\/strong> Offer limited-time trial of upgraded tier if applicable<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Close & Handoff:<\/strong> Coordinate with Sales for contract negotiation and expansion<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Focus on customer outcomes, not product features. Position expansion as a way to accelerate their success and achieve their business goals faster. Timing matters\u2014propose upgrades during positive momentum (post-successful implementation, QBR, or hitting a milestone).<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udd04<\/span>\n Playbook #4: Renewal Management (90 Days Out)\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">4<\/div>\n <div class=\"playbook-title\">Trigger: Contract renewal date within 90 days<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>90 Days Out:<\/strong> Conduct account health assessment and risk analysis<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>90 Days Out:<\/strong> Schedule Quarterly Business Review (QBR) with stakeholders<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>75 Days Out:<\/strong> Present ROI report, success metrics, and value delivered<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>60 Days Out:<\/strong> Discuss renewal plans and address any concerns or blockers<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>45 Days Out:<\/strong> Propose renewal terms and expansion opportunities<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>30 Days Out:<\/strong> Coordinate with Sales\/Finance to send renewal contract<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>30 Days Out:<\/strong> Follow up weekly on contract status and answer questions<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Post-Renewal:<\/strong> Send thank you note and outline goals for next contract period<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Renewals should never be a surprise. Maintain consistent engagement throughout the customer lifecycle. Address concerns early\u2014if a customer is unhappy 30 days before renewal, it's often too late.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udea8<\/span>\n Playbook #5: Customer Escalation Management\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">5<\/div>\n <div class=\"playbook-title\">Trigger: High-severity issue, negative feedback, or dissatisfaction<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Immediate:<\/strong> Acknowledge issue within 1 hour and commit to resolution timeline<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 1-2:<\/strong> Assemble internal response team (CSM, Support, Product, Engineering)<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 2-4:<\/strong> Investigate root cause and develop action plan<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 4-6:<\/strong> Communicate findings and resolution plan to customer<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Provide hourly updates until issue is resolved or mitigated<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Post-Resolution:<\/strong> Schedule debrief call with customer to review resolution<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Follow-up:<\/strong> Document lessons learned and implement preventive measures<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Long-term:<\/strong> Monitor account closely for 30 days post-escalation<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Speed, transparency, and empathy are critical. Over-communicate during escalations\u2014silence creates anxiety. Take ownership even if the issue isn't directly caused by your team. Escalations handled well can strengthen customer relationships.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udce7<\/span>\n Communication Templates\n <\/h2>\n <table>\n <thead>\n <tr>\n <th>Template Type<\/th>\n <th>When to Use<\/th>\n <th style=\"width: 25%;\">Example Subject Line<\/th>\n <\/tr>\n <\/thead>\n <tbody>\n <tr>\n <td><strong>Welcome Email<\/strong><\/td>\n <td>Sent immediately after contract signing<\/td>\n <td>\"Welcome to AiPro Institute! Let's get started \ud83c\udf89\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Onboarding Check-In<\/strong><\/td>\n <td>Day 7, 14, 30 of onboarding<\/td>\n <td>\"Quick check-in: How's your AiPro experience?\"<\/td>\n <\/tr>\n <tr>\n <td><strong>QBR Invitation<\/strong><\/td>\n <td>45-60 days before renewal or quarterly<\/td>\n <td>\"Let's review your success with AiPro\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Re-engagement<\/strong><\/td>\n <td>Low usage or inactive account<\/td>\n <td>\"We miss you! Let's maximize your AiPro investment\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Feature Announcement<\/strong><\/td>\n <td>New feature launch relevant to customer<\/td>\n <td>\"New feature alert: [Feature Name] is here!\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Renewal Reminder<\/strong><\/td>\n <td>90, 60, 30 days before renewal<\/td>\n <td>\"Your AiPro renewal is coming up\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Thank You<\/strong><\/td>\n <td>Post-renewal or positive feedback<\/td>\n <td>\"Thank you for renewing with AiPro!\"<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcc8<\/span>\n Key Success Metrics to Track\n <\/h2>\n <table>\n <thead>\n <tr>\n <th>Metric<\/th>\n <th style=\"width: 30%;\">Definition<\/th>\n <th style=\"width: 20%;\">Target<\/th>\n <th style=\"width: 20%;\">Frequency<\/th>\n <\/tr>\n <\/thead>\n <tbody>\n <tr>\n <td><strong>Net Retention Rate (NRR)<\/strong><\/td>\n <td>Revenue retained + expansion - churn<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >110%\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Gross Retention Rate (GRR)<\/strong><\/td>\n <td>Revenue retained (excluding expansion)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >90%\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Net Promoter Score (NPS)<\/strong><\/td>\n <td>Likelihood to recommend (0-10 scale)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >50\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Customer Satisfaction (CSAT)<\/strong><\/td>\n <td>Satisfaction rating (1-5 scale)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >4.5\"><\/td>\n <td>After interactions<\/td>\n <\/tr>\n <tr>\n <td><strong>Time to Value (TTV)<\/strong><\/td>\n <td>Days from signup to first value realization<\/td>\n <td><input type=\"text\" placeholder=\"e.g., <30 days\"><\/td>\n <td>Per customer<\/td>\n <\/tr>\n <tr>\n <td><strong>Product Adoption Rate<\/strong><\/td>\n <td>% of users actively using key features<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >70%\"><\/td>\n <td>Monthly<\/td>\n <\/tr>\n <tr>\n <td><strong>Expansion Revenue<\/strong><\/td>\n <td>Upsell\/cross-sell revenue from existing customers<\/td>\n <td><input type=\"text\" placeholder=\"e.g., 20% of ARR\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Support Ticket Volume<\/strong><\/td>\n <td>Average tickets per customer per month<\/td>\n <td><input type=\"text\" placeholder=\"e.g., <2\"><\/td>\n <td>Monthly<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcdd<\/span>\n Additional Notes & Customization\n <\/h2>\n <textarea style=\"width: 100%; min-height: 150px;\" placeholder=\"Add department-specific guidance, team contacts, internal escalation procedures, or other playbook notes...\"><\/textarea>\n <\/section>\n\n \n <div class=\"signature-section\">\n <div class=\"signature-block\">\n <div class=\"signature-label\">VP of Customer Success<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <div class=\"signature-block\">\n <div class=\"signature-label\">Customer Success Manager<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <div class=\"signature-block\">\n <div class=\"signature-label\">Operations Manager<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/body>\n<\/html>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Customer Success Playbook – AiPro Institute\u2122 AiPro Institute AiPro Institute\u2122 Customer Success Playbook Strategic Framework for Customer Engagement & Retention \ud83d\udccb Playbook Overview Playbook Version Last Updated Department Target Audience \ud83d\udcca Customer Success KPIs 0% Customer Retention 0 NPS Score 0% Customer Satisfaction 0% Adoption Rate 0% Churn Rate 0 Expansion Revenue \ud83c\udfaf Playbook #1:…<\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[82],"tags":[],"class_list":["post-2879","post","type-post","status-publish","format-standard","hentry","category-customer-success-department"],"acf":[],"_links":{"self":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/comments?post=2879"}],"version-history":[{"count":4,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879\/revisions"}],"predecessor-version":[{"id":2935,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879\/revisions\/2935"}],"wp:attachment":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/media?parent=2879"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/categories?post=2879"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/tags?post=2879"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}

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\n\t\t\t\t\t\n\n\n \n \n Customer Success Playbook - AiPro Institute\u2122<\/title>\n <style>\n * {\n margin: 0;\n padding: 0;\n box-sizing: border-box;\n }\n \n body {\n font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, sans-serif;\n line-height: 1.6;\n color: #1e293b;\n background: linear-gradient(135deg, #f5f3ff 0%, #e0f2fe 100%);\n padding: 2rem;\n min-height: 100vh;\n }\n \n .container {\n max-width: 1200px;\n margin: 0 auto;\n background: white;\n padding: 3rem;\n border-radius: 16px;\n box-shadow: 0 8px 32px rgba(0,0,0,0.08);\n position: relative;\n overflow: hidden;\n }\n \n .watermark {\n position: fixed;\n top: 50%;\n left: 50%;\n transform: translate(-50%, -50%) rotate(-45deg);\n font-size: 8rem;\n font-weight: 900;\n color: rgba(139, 92, 246, 0.03);\n white-space: nowrap;\n pointer-events: none;\n z-index: 0;\n user-select: none;\n }\n \n .content {\n position: relative;\n z-index: 1;\n }\n \n .header {\n text-align: center;\n 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}\n \n th, td {\n padding: 0.75rem 0.5rem;\n }\n }\n <\/style>\n<\/head>\n<body>\n <div class=\"watermark\">AiPro Institute<\/div>\n \n <div class=\"container\">\n <div class=\"content\">\n \n <div class=\"header\">\n <div class=\"logo\">AiPro Institute\u2122<\/div>\n <h1 class=\"document-title\">Customer Success Playbook<\/h1>\n <p class=\"subtitle\">Strategic Framework for Customer Engagement & Retention<\/p>\n <\/div>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udccb<\/span>\n Playbook Overview\n <\/h2>\n <div class=\"info-grid\">\n <div class=\"info-card\">\n <div class=\"info-label\">Playbook Version<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"Enter version number\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Last Updated<\/div>\n <input type=\"date\" class=\"info-value\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Department<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"Customer Success\">\n <\/div>\n <div class=\"info-card\">\n <div class=\"info-label\">Target Audience<\/div>\n <input type=\"text\" class=\"info-value\" placeholder=\"CSMs, Support Team\">\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcca<\/span>\n Customer Success KPIs\n <\/h2>\n <div class=\"kpi-dashboard\">\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Customer Retention<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0<\/div>\n <div class=\"kpi-label\">NPS Score<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Customer Satisfaction<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Adoption Rate<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0%<\/div>\n <div class=\"kpi-label\">Churn Rate<\/div>\n <\/div>\n <div class=\"kpi-card\">\n <div class=\"kpi-value\">0<\/div>\n <div class=\"kpi-label\">Expansion Revenue<\/div>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83c\udfaf<\/span>\n Playbook #1: New Customer Onboarding\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">1<\/div>\n <div class=\"playbook-title\">Trigger: New customer signed contract<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Send personalized welcome email with CSM introduction and next steps<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1-2:<\/strong> Schedule kickoff call within 48 hours of contract signing<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 3:<\/strong> Conduct discovery call to understand goals, use cases, and success criteria<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Complete account provisioning and grant access to platform<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Share onboarding checklist and training resources<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Deliver admin and user training sessions<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 3:<\/strong> Conduct check-in to address questions and review progress<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 30:<\/strong> Complete 30-day onboarding review and set quarterly goals<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Personalize the onboarding experience based on company size, industry, and primary use case. Enterprise customers may need longer implementation cycles, while SMBs benefit from faster time-to-value.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\u26a0\ufe0f<\/span>\n Playbook #2: Low Engagement \/ At-Risk Customer\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">2<\/div>\n <div class=\"playbook-title\">Trigger: Login activity dropped >50% or no usage in 14+ days<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Review account history, support tickets, and usage analytics<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 2:<\/strong> Send personalized re-engagement email with value reminders<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 3:<\/strong> Reach out via phone to understand blockers or challenges<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 1:<\/strong> Offer additional training, onboarding support, or feature demo<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Schedule health check call with primary stakeholder<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Week 2:<\/strong> Propose customized success plan with quick wins and milestones<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Ongoing:<\/strong> Monitor activity weekly; escalate to manager if no improvement<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Identify root cause before taking action. Common causes: lack of training, unclear value proposition, poor product fit, internal changes (budget cuts, team restructure), or competing priorities.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcc8<\/span>\n Playbook #3: Expansion & Upsell Opportunity\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">3<\/div>\n <div class=\"playbook-title\">Trigger: High engagement, positive feedback, or usage near plan limits<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Qualify:<\/strong> Confirm customer is achieving value and has positive sentiment<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Research:<\/strong> Identify expansion opportunities (more users, premium features, add-ons)<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Schedule Call:<\/strong> Book strategic business review with decision maker<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Present Value:<\/strong> Share ROI, usage data, and success metrics achieved to date<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Propose Upgrade:<\/strong> Present tailored upgrade\/expansion proposal with clear benefits<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Demo Features:<\/strong> Provide live demo of premium features or capabilities<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Trial Period:<\/strong> Offer limited-time trial of upgraded tier if applicable<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Close & Handoff:<\/strong> Coordinate with Sales for contract negotiation and expansion<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Focus on customer outcomes, not product features. Position expansion as a way to accelerate their success and achieve their business goals faster. Timing matters\u2014propose upgrades during positive momentum (post-successful implementation, QBR, or hitting a milestone).<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udd04<\/span>\n Playbook #4: Renewal Management (90 Days Out)\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">4<\/div>\n <div class=\"playbook-title\">Trigger: Contract renewal date within 90 days<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>90 Days Out:<\/strong> Conduct account health assessment and risk analysis<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>90 Days Out:<\/strong> Schedule Quarterly Business Review (QBR) with stakeholders<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>75 Days Out:<\/strong> Present ROI report, success metrics, and value delivered<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>60 Days Out:<\/strong> Discuss renewal plans and address any concerns or blockers<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>45 Days Out:<\/strong> Propose renewal terms and expansion opportunities<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>30 Days Out:<\/strong> Coordinate with Sales\/Finance to send renewal contract<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>30 Days Out:<\/strong> Follow up weekly on contract status and answer questions<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Post-Renewal:<\/strong> Send thank you note and outline goals for next contract period<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Renewals should never be a surprise. Maintain consistent engagement throughout the customer lifecycle. Address concerns early\u2014if a customer is unhappy 30 days before renewal, it's often too late.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udea8<\/span>\n Playbook #5: Customer Escalation Management\n <\/h2>\n\n <div class=\"playbook-card\">\n <div class=\"playbook-header\">\n <div class=\"playbook-icon\">5<\/div>\n <div class=\"playbook-title\">Trigger: High-severity issue, negative feedback, or dissatisfaction<\/div>\n <\/div>\n \n <h3 style=\"margin-top: 1.5rem; margin-bottom: 1rem; font-size: 1.125rem; color: #1e293b;\">Action Checklist:<\/h3>\n <ul class=\"checklist\">\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Immediate:<\/strong> Acknowledge issue within 1 hour and commit to resolution timeline<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 1-2:<\/strong> Assemble internal response team (CSM, Support, Product, Engineering)<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 2-4:<\/strong> Investigate root cause and develop action plan<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Hour 4-6:<\/strong> Communicate findings and resolution plan to customer<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Day 1:<\/strong> Provide hourly updates until issue is resolved or mitigated<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Post-Resolution:<\/strong> Schedule debrief call with customer to review resolution<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Follow-up:<\/strong> Document lessons learned and implement preventive measures<\/span>\n <\/li>\n <li class=\"checklist-item\">\n <input type=\"checkbox\">\n <span><strong>Long-term:<\/strong> Monitor account closely for 30 days post-escalation<\/span>\n <\/li>\n <\/ul>\n\n <div class=\"best-practice\">\n <div class=\"best-practice-title\">\ud83d\udca1 Best Practice<\/div>\n <p>Speed, transparency, and empathy are critical. Over-communicate during escalations\u2014silence creates anxiety. Take ownership even if the issue isn't directly caused by your team. Escalations handled well can strengthen customer relationships.<\/p>\n <\/div>\n <\/div>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udce7<\/span>\n Communication Templates\n <\/h2>\n <table>\n <thead>\n <tr>\n <th>Template Type<\/th>\n <th>When to Use<\/th>\n <th style=\"width: 25%;\">Example Subject Line<\/th>\n <\/tr>\n <\/thead>\n <tbody>\n <tr>\n <td><strong>Welcome Email<\/strong><\/td>\n <td>Sent immediately after contract signing<\/td>\n <td>\"Welcome to AiPro Institute! Let's get started \ud83c\udf89\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Onboarding Check-In<\/strong><\/td>\n <td>Day 7, 14, 30 of onboarding<\/td>\n <td>\"Quick check-in: How's your AiPro experience?\"<\/td>\n <\/tr>\n <tr>\n <td><strong>QBR Invitation<\/strong><\/td>\n <td>45-60 days before renewal or quarterly<\/td>\n <td>\"Let's review your success with AiPro\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Re-engagement<\/strong><\/td>\n <td>Low usage or inactive account<\/td>\n <td>\"We miss you! Let's maximize your AiPro investment\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Feature Announcement<\/strong><\/td>\n <td>New feature launch relevant to customer<\/td>\n <td>\"New feature alert: [Feature Name] is here!\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Renewal Reminder<\/strong><\/td>\n <td>90, 60, 30 days before renewal<\/td>\n <td>\"Your AiPro renewal is coming up\"<\/td>\n <\/tr>\n <tr>\n <td><strong>Thank You<\/strong><\/td>\n <td>Post-renewal or positive feedback<\/td>\n <td>\"Thank you for renewing with AiPro!\"<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcc8<\/span>\n Key Success Metrics to Track\n <\/h2>\n <table>\n <thead>\n <tr>\n <th>Metric<\/th>\n <th style=\"width: 30%;\">Definition<\/th>\n <th style=\"width: 20%;\">Target<\/th>\n <th style=\"width: 20%;\">Frequency<\/th>\n <\/tr>\n <\/thead>\n <tbody>\n <tr>\n <td><strong>Net Retention Rate (NRR)<\/strong><\/td>\n <td>Revenue retained + expansion - churn<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >110%\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Gross Retention Rate (GRR)<\/strong><\/td>\n <td>Revenue retained (excluding expansion)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >90%\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Net Promoter Score (NPS)<\/strong><\/td>\n <td>Likelihood to recommend (0-10 scale)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >50\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Customer Satisfaction (CSAT)<\/strong><\/td>\n <td>Satisfaction rating (1-5 scale)<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >4.5\"><\/td>\n <td>After interactions<\/td>\n <\/tr>\n <tr>\n <td><strong>Time to Value (TTV)<\/strong><\/td>\n <td>Days from signup to first value realization<\/td>\n <td><input type=\"text\" placeholder=\"e.g., <30 days\"><\/td>\n <td>Per customer<\/td>\n <\/tr>\n <tr>\n <td><strong>Product Adoption Rate<\/strong><\/td>\n <td>% of users actively using key features<\/td>\n <td><input type=\"text\" placeholder=\"e.g., >70%\"><\/td>\n <td>Monthly<\/td>\n <\/tr>\n <tr>\n <td><strong>Expansion Revenue<\/strong><\/td>\n <td>Upsell\/cross-sell revenue from existing customers<\/td>\n <td><input type=\"text\" placeholder=\"e.g., 20% of ARR\"><\/td>\n <td>Quarterly<\/td>\n <\/tr>\n <tr>\n <td><strong>Support Ticket Volume<\/strong><\/td>\n <td>Average tickets per customer per month<\/td>\n <td><input type=\"text\" placeholder=\"e.g., <2\"><\/td>\n <td>Monthly<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n <\/section>\n\n \n <section class=\"section\">\n <h2 class=\"section-title\">\n <span class=\"section-icon\">\ud83d\udcdd<\/span>\n Additional Notes & Customization\n <\/h2>\n <textarea style=\"width: 100%; min-height: 150px;\" placeholder=\"Add department-specific guidance, team contacts, internal escalation procedures, or other playbook notes...\"><\/textarea>\n <\/section>\n\n \n <div class=\"signature-section\">\n <div class=\"signature-block\">\n <div class=\"signature-label\">VP of Customer Success<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <div class=\"signature-block\">\n <div class=\"signature-label\">Customer Success Manager<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <div class=\"signature-block\">\n <div class=\"signature-label\">Operations Manager<\/div>\n <div class=\"signature-line\"><\/div>\n <div class=\"signature-date\">Date: _________________<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/body>\n<\/html>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Customer Success Playbook – AiPro Institute\u2122 AiPro Institute AiPro Institute\u2122 Customer Success Playbook Strategic Framework for Customer Engagement & Retention \ud83d\udccb Playbook Overview Playbook Version Last Updated Department Target Audience \ud83d\udcca Customer Success KPIs 0% Customer Retention 0 NPS Score 0% Customer Satisfaction 0% Adoption Rate 0% Churn Rate 0 Expansion Revenue \ud83c\udfaf Playbook #1:…<\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[82],"tags":[],"class_list":["post-2879","post","type-post","status-publish","format-standard","hentry","category-customer-success-department"],"acf":[],"_links":{"self":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/comments?post=2879"}],"version-history":[{"count":4,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879\/revisions"}],"predecessor-version":[{"id":2935,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/posts\/2879\/revisions\/2935"}],"wp:attachment":[{"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/media?parent=2879"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/categories?post=2879"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/teen.aiproinstitute.com\/zh\/wp-json\/wp\/v2\/tags?post=2879"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}