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How do you define and operationalize your customer lifecycle stages, and which triggers move accounts from one stage to the next?

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2 Answers
Customer Success Operations
  1. Nicole Alrubaiy
    Nicole Alrubaiy

    Jellyfish Senior Vice President, Customer Success • 4mo

    We’ve moved away from a single, linear lifecycle and toward a per‑product view of customer maturity. With multiple products that can be bought and implemented independently, one account‑level stage was too blunt and hid important nuance. 1. Account‑level lifecycle (for orchestration). We still maintain a simple account‑level view: Onboarding → Rollout → Launched We use this primarily to orchestrate work and reporting, not to fully describe the relationship. For example: Targeting & comms: “S ...Read More

    408 Views
  2. Twinkle Bandla
    Twinkle Bandla

    Gainsight Associate Director, Client outcomes • 5mo

    We define customer lifecycle stages based on what the customer is trying to achieve at each point, not just internal milestones. The lifecycle is essentially anchored around Moments of Truth (MoTs)—key make-or-break experiences that shape how customers perceive value and partnership. At a high level, the lifecycle moves through Evaluation → Onboarding → Live, and each stage is marked by specific MoTs that signal progress. Operationally, what moves a customer from one stage to the next is objecti ...Read More

    389 Views

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