# Customer Value & Success
## From Customer Outcomes to Measurable Value
Framework v1.0 · Public reference

## D01 Strategy & understanding
Know whose success matters, what they need and how the relationship should work.
- C01 Customer Strategy
- C02 Customer 360

## D02 Outcomes & success design
Turn customer ambition into a shared, measurable and achievable plan.
- C03 Customer Outcomes
- C04 Success Planning
- C05 Lifecycle Management

## D03 Delivery & adoption
Build readiness, enable people and make valuable ways of working stick.
- C06 Onboarding & Implementation
- C07 Adoption

## D04 Value & governance
Verify benefits, surface risks and make accountable decisions.
- C08 Value Realization
- C09 Customer Health
- C10 Risk & Escalation
- C11 Executive Governance

## D05 Retention & growth
Earn continuation and discover responsible opportunities for mutual growth.
- C12 Retention & Renewal
- C13 Expansion
- C14 Advocacy
- C15 Customer-Led Growth

## D06 Organization & execution
Give teams the measures, roles and routines to deliver consistently.
- C16 Metrics & Analytics
- C17 Operating Model
- C18 Roles & RACI
- C19 Processes & Playbooks

## D07 Data, AI & improvement
Create trustworthy information and learn systematically from experience.
- C20 Data & Technology
- C21 AI for Customer Success
- C22 Continuous Improvement

## Lifecycle
- S01 Understand & qualify: Confirm fit, customer context, priority and readiness. Gate: An agreed problem, stakeholder owner and credible reason to proceed.
- S02 Agree outcomes & plan: Define the outcome, baseline, target and joint commitments. Gate: A customer-confirmed outcome and a feasible success plan.
- S03 Mobilize & enable: Prepare the solution, data, people and operating process. Gate: Accepted readiness for the first meaningful workflow.
- S04 Adopt & operate: Embed the critical behaviors and support reliable operation. Gate: Evidence of meaningful adoption and a workable operating routine.
- S05 Verify & sustain value: Validate the benefit and keep it useful as priorities change. Gate: Customer-validated evidence, residual risks and the next decision.

Orchestration, risk, measurement and learning operate throughout. Renewal follows commercial timing; expansion starts a new outcome cycle; advocacy is optional and consent-based. Recovery, pause, exit and re-entry remain explicit.

Customer Success is a coordinating discipline. Customer Value is the customer-defined benefit and evidence of worthwhile outcomes. Usage, health, maturity, renewal and verified value are distinct.

Use and adapt this reference in context; no universal benchmark or customer result is implied.