Handbook

Customer Success — practice guides (index)

These **project-agnostic** guides support **proactive customer management**: instrumenting journeys, scoring risk before renewal crises, and running retention and win-back with clear metrics. They ext

Customer Success — practice guides (index)

These project-agnostic guides support proactive customer management: instrumenting journeys, scoring risk before renewal crises, and running retention and win-back with clear metrics. They extend the conceptual body of knowledge in CUSTOMER-SUCCESS.md (principles, lifecycle, PDLC/SDLC). Use them for topic depth; keep implementation specifics in project docs (footer).

Where practices sit in the customer lifecycle

flowchart LR subgraph adopt["Adoption"] O[Onboarding] end subgraph operate["Ongoing value"] H[Health monitoring] C[Churn prevention] end subgraph grow["Growth"] E[Expansion & advocacy] end O --> H H --> C H --> E C -.->|save or exit| W[Win-back / feedback loop] W --> O

Deep dives: Onboarding, Health scoring, Churn prevention. Expansion and advocacy remain in CUSTOMER-SUCCESS.md.

Practice guide index

Practice guide	Focus
Onboarding design	Time-to-value, guided setup and progressive disclosure, persona-based journeys, milestone definition, in-product vs. human-led onboarding, completion and activation metrics, handoff from sales/marketing.
Health scoring	Signal selection (product usage, support, billing, sentiment), model design (rules vs. ML), tiering and thresholds, data contracts with engineering/analytics, alert routing, governance and false-positive management.
Support operations setup	Tiered support (L1/L2/L3), channel mix, SLA policy and measurement, ticket taxonomy, escalation paths, shift and capacity planning, knowledge base IA, deflection strategy, tooling integrations.
Feedback program design	NPS / CSAT / CES program architecture, sampling and timing, survey fatigue controls, linking responses to accounts and journeys, VoC synthesis, routing insights to roadmap and closing the loop with respondents.
Churn prevention	Risk signals by segment, tiered interventions (digital, CSM, executive), save offers and commercial levers, win-back and exit interviews, involuntary churn (dunning, payments), experiment design for retention initiatives.

For lifecycle mapping across SDLC/PDLC, see Customer Success ↔ SDLC ↔ PDLC bridge.

Keep project-specific customer success documentation in docs/product/customer-success/ and support playbooks in docs/operations/, not in this file.

Canonical source

Edit https://github.com/autowww/blueprints/blob/main/disciplines/product/customer-success/practices/README.md first; regenerate with docs/build-handbook.py.