Customer Success Playbook

Onboarding Through Expansion Journey

Document ID: D8-CUSTOMER-SUCCESS
Version: 1.0
Category: Business/Strategy

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Customer Journey Overview

┌─────────────────────────────────────────────────────────────┐
│                  CUSTOMER LIFECYCLE                          │
├─────────────────────────────────────────────────────────────┤
│                                                              │
│  ONBOARD      ADOPT         EXPAND        ADVOCATE          │
│  ────────     ─────         ──────        ────────          │
│                                                              │
│  Day 1-30     Day 31-90     Day 91+       Ongoing           │
│                                                              │
│  • Setup      • First       • Additional  • Reference       │
│  • Training     use cases     use cases   • Case study      │
│  • First      • Value       • More users  • Referrals       │
│    value       proof        • Upgrade     • Advisory        │
│                                                              │
│  Goal:        Goal:         Goal:         Goal:             │
│  Time to      Habit         NRR >110%     NPS >50           │
│  value <14d   formation                                     │
│                                                              │
└─────────────────────────────────────────────────────────────┘

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Phase 1: Onboarding (Day 1-30)

Day 1: Kickoff

Kickoff Agenda (60 minutes)

1. Introductions (10 min)
   - CODITECT team
   - Customer stakeholders
   - Roles and responsibilities

2. Success Criteria Review (15 min)
   - Confirm goals from sales process
   - Define measurable outcomes
   - Set timeline expectations

3. Technical Overview (15 min)
   - Architecture review
   - Integration requirements
   - Security/compliance needs

4. Onboarding Plan (15 min)
   - 30-day milestone plan
   - Training schedule
   - Communication cadence

5. Q&A & Next Steps (5 min)

Week 1: Foundation

Day	Activity	Owner	Deliverable
1-2	Environment setup	CSE + Customer IT	Working platform access
3	Admin training	CSE	Trained admin
4	Integration config	CSE + Customer	Connected systems
5	User provisioning	Customer Admin	Users added

Week 2-3: First Use Case

FIRST USE CASE IMPLEMENTATION:

Goal: Demonstrate clear value with quick win

Criteria for First Use Case:
- High visibility (executives can see impact)
- Low complexity (achievable in 2 weeks)
- Measurable outcome (clear before/after)
- Representative (shows platform potential)

Example First Use Cases by Segment:
- Enterprise: Executive briefing generation (GS)
- Mid-Market: Customer FAQ automation (GS)
- SMB: Document summarization (LSR)

Week 4: Value Confirmation

Value Realization Meeting Agenda

1. Demo first use case results (15 min)
2. Review metrics vs. baseline (10 min)
3. Gather feedback (10 min)
4. Plan next phase (15 min)
5. Confirm executive update (10 min)

Onboarding Health Score

Metric	Green	Yellow	Red
Days to first login	< 3	3-7	> 7
Training completion	> 80%	50-80%	< 50%
First use case live	< 14 days	14-21 days	> 21 days
Stakeholder engagement	High	Medium	Low

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Phase 2: Adoption (Day 31-90)

Adoption Milestones

Milestone	Target	Measurement
Active users	> 50% of licensed	Weekly active users
Use cases deployed	3+	Production use cases
Self-service queries	> 70%	Queries without support
User satisfaction	> 4.0/5	In-app survey

Weekly Adoption Cadence

Week 5-8: Expansion Prep

Weekly 30-minute check-ins:
- Review usage metrics
- Address blockers
- Identify expansion opportunities
- Plan additional training

Week 9-12: Habit Formation

Focus: Make usage automatic
- Integrate into daily workflows
- Create internal champions
- Document internal best practices
- Reduce friction points

Adoption Interventions

Signal	Trigger	Intervention
Low usage	<3 logins/week	Outreach call, additional training
Support tickets	>2/week	Technical review, optimization
Single use case	No expansion by week 8	Use case workshop
Champion left	Key user departed	New champion identification

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Phase 3: Expansion (Day 91+)

Expansion Motions

Motion 1: Additional Use Cases

Quarterly Use Case Review:
1. Audit current use cases
2. Identify adjacent opportunities
3. Estimate value of new use cases
4. Prioritize by effort/value
5. Plan implementation

Motion 2: User Expansion

User Expansion Triggers:
- Department success → expand to adjacent dept
- High utilization → add seats
- New department need → net new users
- Executive visibility → executive users

Motion 3: Tier Upgrade

Upgrade Indicators:
- Hitting usage limits
- Needing advanced features
- Requiring enterprise compliance
- Multi-region deployment needs

Expansion Opportunity Scoring

def calculate_expansion_score(account):
    """Score expansion opportunity 0-100"""
    
    score = 0
    
    # Usage indicators (40 points)
    if account.utilization > 0.8:
        score += 20
    if account.active_user_growth > 0.1:
        score += 10
    if account.use_case_count > 3:
        score += 10
    
    # Engagement indicators (30 points)
    if account.nps > 50:
        score += 15
    if account.support_tickets_last_30d < 3:
        score += 10
    if account.training_completion > 0.9:
        score += 5
    
    # Business indicators (30 points)
    if account.has_exec_sponsor:
        score += 15
    if account.contract_renewal_within_90d:
        score += 10
    if account.budget_confirmed:
        score += 5
    
    return score

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Phase 4: Advocacy

Advocate Development

Activity	Ask	Value to Customer	Timing
Reference call	30-min with prospect	Network, credibility	After 90 days success
Case study	2-hour interview	Marketing exposure	After measurable ROI
Speaking	Conference presentation	Thought leadership	After 6+ months
Advisory board	Quarterly meetings	Product influence	Strategic accounts

Advocacy Program Tiers

ADVOCATE PROGRAM TIERS:

Bronze Advocate:
- Willing to take reference calls
- Benefits: Early feature access

Silver Advocate:
- Reference + case study
- Benefits: VIP support, product input

Gold Advocate:
- Reference + case study + speaking
- Benefits: Advisory board, executive access

Platinum Advocate:
- All activities + co-marketing
- Benefits: Joint GTM, strategic partnership

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Success Metrics & Reporting

Customer Health Score

HEALTH SCORE COMPOSITION (0-100):

Product Usage (35%)
├── Active users / licensed users
├── Feature breadth utilization
└── Usage trend (growing/stable/declining)

Engagement (25%)
├── Training completion
├── Support ticket sentiment
└── CSM meeting attendance

Business Outcomes (25%)
├── Stated goals achieved
├── ROI documented
└── Executive satisfaction

Relationship (15%)
├── NPS score
├── Reference willingness
└── Contract health

Executive Business Review (EBR)

Quarterly EBR Agenda

1. Business Outcomes Review (20 min)
   - Goals vs. actuals
   - ROI documentation
   - Success stories

2. Platform Update (15 min)
   - Usage analytics
   - Feature adoption
   - Benchmark comparison

3. Roadmap Preview (10 min)
   - Upcoming features
   - Beta opportunities
   - Customer input

4. Success Planning (15 min)
   - Next quarter goals
   - Expansion opportunities
   - Risk mitigation

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Risk Management

At-Risk Account Playbook

Risk Level	Indicators	Actions
Watch	Usage declining, NPS 20-40	Proactive outreach, health check
At-Risk	Usage <30%, NPS <20	Executive escalation, save plan
Critical	Churn signal, competitive threat	All-hands save effort

Save Motion

SAVE PLAN TEMPLATE:

1. Root Cause Analysis
   - What went wrong?
   - When did it start?
   - Who is affected?

2. Stakeholder Map
   - Decision maker
   - Detractors
   - Champions (if any)

3. Recovery Plan
   - Quick wins (this week)
   - Medium-term fixes (30 days)
   - Long-term improvements (90 days)

4. Executive Engagement
   - CODITECT exec → Customer exec
   - Joint commitment to success

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Document maintained by CODITECT Customer Success Team