craft_digital
Hub00Start here01Front-End Operations02Delivery & Onboarding03Growth, Renewal & Client Health04SOW Standard Terms06Roles (RACI) & Tool / System Map07Offboarding & Payment Failure08Client Record / Account Brief09Customer Lifecycle Communications Map10Client Portal Requirements SpecDecisions builder
Internal · Version 1 · June 2026

The CRAFT Digital playbook library.

9 standard operating procedures covering the full client journey — from a fresh opportunity through signed deal, delivery, managed infrastructure, and renewal. Written for the team that runs it today, detailed enough for the next hire to pick up and run.

Browse all 9

The client journey loop

Step 01
Win
Step 02
Deliver
Step 03
Keep healthy
Step 04
Grow
Step 05
Renew

Featured

Start here · The Operating System

New here? Read this first.

The front door to how we run the business — principles, the client journey loop, who owns what, and the index of every playbook.

Decisions Builder · v2

Settle the open SOP defaults.

Interactive checklist of every working default that still needs to be confirmed or changed — pricing, SOW terms, delivery, health, and the new operations & access items.

The 9 playbooks

Every stage of how Craft runs, written down.

Playbook 01

Front-End Operations

Opportunity → Signed Deal

Eight stages. One commercial spine. Every deal logged, qualified, and handed off clean.

OwnerClinton (commercial) · Derek (technical scoping)
Sections12 · About this playbook · The eight-stage spine · Engagement model & billing terms · …
Playbook 02

Delivery & Onboarding

Signed Deal → Live → Managed Infrastructure

Derek owns the relationship from kickoff. Fixed cadence. Real change orders. The locked date holds.

OwnerDerek (client point of contact from kickoff onward)
Sections12 · About this playbook · Nine phases at a glance · Response-time standards (apply across all phases) · …
Playbook 03

Growth, Renewal & Client Health

Turning happy clients into retention, referrals, testimonials, expansion, and renewals

Don't ask on a guess. Let the health data tell you when the moment is right.

OwnerDerek (health + asks) · Clinton (expansion pricing, renewal, escalations)
Sections7 · About this playbook · Client Health & Feedback System (the engine) · Referrals · …
Playbook 04

SOW Standard Terms

Build & Managed Infrastructure + Delay Clause

Ready-to-edit draft language. Keep capitalized defined terms consistent throughout the SOW.

OwnerClinton
Sections9 · About these terms · Placeholder legend · Optional — include for clarity · …
Playbook 06

Roles (RACI) & Tool / System Map

Who owns what — and what each tool is for

One column per person. One source of truth per question. No ambiguity about who acts and where it's recorded.

OwnerClinton (commercial) · Derek (delivery)
Sections4 · Roles · RACI by activity · Tool / system map · …
Playbook 07

Offboarding & Payment Failure

The two operational SOPs for exits and billing problems

Clean exits and recovered payments. Every step logged. Service paused only as a last resort.

OwnerClinton (commercial) · Derek (technical & data)
Sections4 · Confirm these defaults · Client offboarding / cancellation · Payment failure & collections · …
Playbook 08

Client Record / Account Brief

The living source of truth for each client

Built from the handoff brief. Updated at every phase change, change order, NPS, and renewal.

OwnerDerek (updates from kickoff onward) · Clinton (commercial fields)
Sections10 · Purpose & ownership · Account snapshot · Commercial · …
Playbook 09

Customer Lifecycle Communications Map

Every client-facing touchpoint, in one place

Six lifecycle stages. Every touchpoint named, owned, and channelled.

OwnerDerek (one voice from kickoff onward) · Clinton (exits & billing)
Sections8 · Why this exists · Win → Deliver (Closed-Won to Kickoff) · Onboarding & Build · …
Playbook 10

Client Portal Requirements Spec

The client side of Craft Brain — what to build

One branded home base for every client — replaces the everything-scattered-across-email-and-DMs experience.

OwnerClinton (vision) · Derek (lifecycle fit) · Dev team (build)
Sections10 · Purpose & vision · Users & access · Access by lifecycle stage · …

The principles

What every playbook is built on.

The locked date holds

Managed-infrastructure billing starts on the date we quoted, set in writing at signing. Client-caused delays don't move it. This single rule shapes the SOW, delivery, and renewal.

Health signals the moment

Internal + external pulse runs throughout the relationship. Promoters get growth asks. Detractors get a save play. Nothing is asked on a guess.

Everything logged in Craft Brain

Opportunities, scope, milestones, pulse scores, change orders, renewal windows. If it's not in Craft Brain, it didn't happen.