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Master the AI tools that transform customer support from cost center to competitive advantage. Automate routine queries, empower agents, and delight customers at scale. Use when "customer support, helpdesk, ticketing system, chatbot, knowledge base, support automation, CSAT, customer service, support, helpdesk, chatbot, knowledge-base, customer-service, automation" mentioned.
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Product-led growth and customer-base growth for B2B SaaS. Use this skill for self-serve funnel work (activation, time-to-value, free trial vs freemium, PQL definition, in-product upgrade moments, sales-assist triggers), for the self-guided interactive product demo that runs in front of the login wall (demo portfolio and flow design, gated vs ungated policy, demo seed data and privacy, keeping a published demo in sync with the shipping product, step-level demo analytics), and for growing revenue from existing customers (adoption, expansion, churn-save, the self-serve cancel flow and failed-payment recovery, renewal marketing, net revenue retention, and champion tracking: watching the people who bought and used you at each customer, confirming a job change from evidence, and running both plays a move fires, the seat they left and the account they joined). Also triggers on: PLG, product-led growth, activation, aha moment, time to value, free trial, freemium, PQL, product qualified lead, onboarding, self-serve, customer marketing, expansion revenue, upsell, cross-sell, churn, retention, NRR, renewal, cancel flow, cancellation flow, save offer, exit survey, pause subscription, dunning, failed payment recovery, involuntary churn, people keep canceling, champion tracking, job change signals, job change alerts, our champion left, our champion changed jobs, customer alumni, former customers who moved to a new company, interactive demo, self-guided demo, product tour, click-through demo, demo automation, demo library, should our demo be gated, ungated demo, demo without a sales call, our demo is out of date, demo shows the old UI, put a demo on our homepage, demo completion rate, demo drop-off, try before you talk to sales.
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Build or refine the Ideal Customer Profile (ICP) and personas using the Jobs-to-be-Done framework (Clayton Christensen / Bob Moesta). Use when the user asks for ICP research, persona development, "who are our customers", buyer personas, audience research, "build our ICP", target customer definition, or wants to update persona docs. JTBD interview questions, three job dimensions (functional/emotional/social), and the Four Forces of Progress are wired into every persona. Writes to knowledge/icp/personas.md so all other skills get smarter. For the individual buyer persona rather than the segment, see customer-persona. For sourcing real customer language, see customer-research.
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Use this skill when the company acts as a processor for its customers and someone asks "update our subprocessor list", "are we missing subprocessors", "we added a new tool, do we need to tell customers", "check the public subprocessor page", "where is customer data processed" or "draft the subprocessor change notice". Finds which suppliers actually receive customer personal data, compares them with the published list, records purpose, data, locations and transfer basis for each, works out the customer notice duties from the signed agreements, and writes an updated register, a change list and a draft notice for review.
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调查客户订阅与账单状态，分类处理重复购买和续费失败，梳理退款、取消订阅及账单管理入口恢复，并汇总客户回复草稿、收入影响和产品改进事项。
Manage payment administration with Stripe-compatible tools for creating and finding customers, setting up recurring subscriptions, attaching payment methods, and reviewing customer balance changes. The supplied workflows use Composio's Stripe toolkit through Rube MCP.
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Plan enterprise customer onboarding from contract handoff through rollout and continued use. Provides four phases, readiness checklists, ownership checks, and adoption measures to address stalled communication, weak pilot usage, and declining engagement after launch.
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Draft customer replies using order details, payment status, support history, and refund policies, matching the owner's writing style. With connected tools, prepare approved refunds and identify Shopify orders that need attention before customers contact support.
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Prepare overdue invoice reminders using accounting records and recent payment data. Adjust each message to the customer's payment history, flag possible payments for checking, and send through PayPal or queue email drafts after approval.
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Turn sales call transcripts or notes into a customer follow-up draft, an internal team summary, and proposed customer record updates. Capture decisions, concerns, and commitments, with source references supporting the suggested changes.
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Review unread customer email threads, sort them by the response needed, and prioritize urgent deals. Prepare concise replies in the sender's usual style, while highlighting sensitive messages and questions that need the user's input.
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Design or review SaaS pricing by choosing what customers pay for, defining plan features, and assessing price points. Create pricing page outlines, customer research questions, and price increase plans with communication templates and risk scenarios.
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Integrate Stripe payments and subscriptions into web applications, including trials, prorated plan changes, usage billing, customer portals, and invoices. Follow implementation patterns and local testing steps, with webhook signature checks and duplicate event handling to support reliable billing updates.
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Explain why a specific customer group should choose a product using six parts: audience, problem, current situation, solution, improved outcome, and alternatives. Turn the analysis into a concise value proposition and a statement for marketing use.
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Manage payment administration with Stripe-compatible tools for creating and finding customers, setting up recurring subscriptions, attaching payment methods, and reviewing customer balance changes. The supplied workflows use Composio's Stripe toolkit through Rube MCP.
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Calculate and interpret SaaS subscription revenue, customer churn, and revenue retained from existing customers. Compare customer groups and revenue sources to uncover retention problems, explain growth, and prepare metrics for leadership discussions.
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Structure customer research around what people want to accomplish, the difficulties they face, and the benefits they seek. Explore practical tasks, social perceptions, and emotions to clarify unmet needs and guide product positioning or priorities.
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Prepare customer interviews to investigate problems, churn, or new product ideas. Clarify research goals, participants, and access constraints, then choose a method and create a tailored plan with questions, follow-ups, bias checks, and criteria for useful findings.
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Collect customer reviews from Walmart using a product item ID. Retrieve ratings, review text, dates, verified purchase status, and selected product variants in structured form to prepare customer feedback research and product comparisons.
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Guide a new entity, customer, or account through setup in TRES Finance. The skill coordinates wallet uploads, data collection, balance checks, reconciliation, cost basis calculation, contact imports, and transaction aggregation, with options to pause or skip steps.
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Define a brand's target audience with deep personas, psychographics, and ICP (Ideal Customer Profile). Use when the user says "target audience", "ideal customer", "customer persona", "audience persona", "ICP", "who is our customer", "define our audience", "audience research", "buyer persona", "who should we be targeting", "audience profile", "customer profile", "who buys this", or needs to understand their audience more deeply before investing in brand or marketing work.
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Use when the user needs to understand customers deeply enough to write copy and pick targeting — consumer versus shopper, JTBD, layered persona, internal monologue, pain map, objection list, journey map, and a customer language bank pulled from real reviews and DMs. Trigger on 'customer insight', 'buyer persona', 'who is my customer', 'what do they actually want', 'jobs to be done', 'why do they hesitate before buying'. Also use when the user cannot explain who the product is for. Not for — intake questions when an agency signs a new client, see `20-client-intake-brief-global`; paid audience targeting setup, see `51-audience-research-global`; competitor study, see `08-competitor-research-global`.
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产品营销 (PMM, Product Marketing) — 拥有「产品如何被定位 / 表达 / 发布 / 卖进市场」的从业者认知操作系统: 是产品 / 销售 / 市场 / 客户之间的连接组织, 负责把产品能力翻译成市场价值, 并把市场声音带回产品。覆盖 (a) 定位与差异化 (April Dunford 「刻意选择语境」框架 + 竞争性替代方案 + 卖价值不卖功能 + 选择「让你优势成立的市场参照系」, 对照 Ries & Trout 经典「定位是占领心智」), (b) 信息传递与叙事 (messaging 层级 / 信息屋 + 价值主张 + 收益导向 vs 战略叙事「换框架」Andy Raskin + 表达清晰度 Emma Stratton / Punchy + 初创 homepage 定位 FletchPMM), (c) 进入市场 (GTM) 策略与产品发布 (发布分级 T1/T2/T3 + 发布流程与跨职能编排 + GTM 打法 PLG vs SLG vs 混合 + 滩头细分选择), (d) 市场与竞争情报 (竞品分析 + battlecard 战卡 + 输赢分析 win/loss + 竞争赋能 Klue/Crayon/Clozd), (e) 买家与客户研究 (ICP 理想客户画像 + 买家 / 用户 persona + Jobs-to-be-Done 任务理论 Christensen/Moesta/Ulwick ODI + 客户之声 VoC + 用真实买家测信息 Wynter/Peep Laja), (f) 销售赋能 (战卡 + pitch / 销售 deck + 一页纸 + demo 叙事 + 异议处理 + 销售培训 + 内容采用率 — 你的产出只值销售实际用到的那部分), (g) 定价与打包 (价值定价 + 打包分层 + 《Monetizing Innovation》Ramanujam/Simon-Kucher + PLG 定价 — 常与产品 / 财务共担), (h) 细分与品类 (市场细分 + TAM/SAM/SOM + 技术采用生命周期与跨越鸿沟 Geoffrey Moore + 品类设计与叙事 Play Bigger / Christopher Lochhead — 稀有且昂贵, 不是默认选项), (i) 需求生成与内容协同 (campaign 信息 + 思想领导力 + 漏斗内容 TOFU/MOFU/BOFU + ABM 基于客户营销), (j) 分析师与影响者关系 (Gartner 魔力象限 + Forrester Wave + 分析师 briefing — To B 场景, 对 pay-to-play 影响诚实标注), (k) 客户营销与倡导 (参考客户 + case study + 评测站 G2/TrustRadius/Capterra 运营 + 社区), (l) PMM 运营与度量 (影响管道 + 赢率 + 发布采用率 + 信息穿透率 + 角色汇报线「向产品还是向市场」之争 + PMM 作为战略职能 vs 接单工具人陷阱); 跨 B2B SaaS (该学科重心) / B2C 消费 / 开发者 PLG / 平台产品。不含 产品管理 (PM 造产品 / 拥有 roadmap, PMM 拥有市场 — 相邻且极易混淆) / 增长 / 效果营销 / 付费投放 (平行学科) / 品牌 / 企业传播 / 公关为终点 / 需求生成为终点 (PMM 与之协同但不等同) / 平面设计 /「做 slide 和周边的团队」(PMM 抗争的接单工具人窄化) / 泛泛「市场营销」。 (Product Marketing (PMM) — the cognitive operating system of practitioners who own how a product is positioned, messaged, launched, and sold into a market: the connective tissue between product, sales, marketing, and customers, responsible for translating product capability into market value and bringing the voice of the market back into product. Covers (a) positioning & differentiation (April Dunford's deliberate-context framing, competitive alternatives, value-not-features, framing the market in which your strengths matter — vs Ries & Trout classic perception-in-the-mind positioning), (b) messaging & narrative (messaging hierarchy / house, value proposition, benefit-led vs strategic-narrative / change-the-frame messaging Andy Raskin, clarity craft Emma Stratton/Punchy, homepage & startup positioning FletchPMM), (c) go-to-market (GTM) strategy & product launches (launch tiers T1/T2/T3, launch process & cross-functional orchestration, GTM motion PLG vs SLG vs hybrid, beachhead segment selection), (d) market & competitive intelligence (competitive analysis, battlecards, win/loss analysis, competitive enablement Klue/Crayon/Clozd), (e) buyer & customer research (ICP ideal customer profile, buyer & user personas, Jobs-to-be-Done Christensen/Moesta/Ulwick ODI, voice of customer, message testing with real buyers Wynter/Peep Laja), (f) sales enablement (battlecards, pitch & sales decks, one-pagers, demo narratives, objection handling, sales training, content adoption — output is only as good as what sales actually uses), (g) pricing & packaging (value-based pricing, packaging & tiering, Monetizing Innovation Ramanujam/Simon-Kucher, PLG pricing — often shared with product/finance), (h) segmentation & category (market segmentation, TAM/SAM/SOM, technology adoption lifecycle & crossing the chasm Geoffrey Moore, category design & narrative Play Bigger / Christopher Lochhead — rare and expensive, not a default), (i) demand-gen & content partnership (campaign messaging, thought leadership, funnel content TOFU/MOFU/BOFU, ABM account-based marketing), (j) analyst & influencer relations (Gartner Magic Quadrant, Forrester Wave, analyst briefings — for B2B, with honest read on pay-to-play perception), (k) customer marketing & advocacy (references, case studies, reviews G2/TrustRadius/Capterra presence, community), (l) PMM operations & metrics (influenced pipeline, win rate, launch adoption, message pull-through, the role's reporting line product-vs-mark
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Comprehensive customer success and retention expertise combining onboarding, health scoring, churn prevention, retention strategies, and LTV maximization. Use when designing customer onboarding flows, reducing churn, building health scores, creating retention systems, designing upsells, or improving customer lifetime value. Covers proactive engagement, cancel flows, dunning, re-engagement, and the full customer lifecycle.
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