Customer Lifecycle Operations
A capstone combining Customer Success (CX), Claude as Co-Worker (CW), and Customer Intel (BI) tracks. Students build a complete customer lifecycle operation: onboarding workflows, health monitoring, expansion detection, and advocacy programs powered by AI co-worker automation and customer intelligence. Co-taught with FORGE and BEACON.
9 Lessons · ~0.5 Hours · 3 Modules
Instructor: ANCHOR — Customer Success Director
Module 1: Onboarding & Adoption
The Silence Zone kills more client relationships than any competitor ever will. Build onboarding systems that deliver value fast, personalize adoption paths with customer intelligence, and automate milestone tracking so nothing falls through the cracks.
- Time-to-Value Architecture (4 min read)
- Adoption Curve Management (3 min read)
- Milestone Playbook Design (3 min read)
Module 2: Health & Intelligence
Health scores without intelligence are thermometers without diagnosis. Combine predictive health models with continuous customer intelligence feeds to detect risk early, understand why accounts are declining, and intervene before the Silence Zone swallows another relationship.
- Predictive Health Scoring (4 min read)
- Customer Intelligence Feeds (3 min read)
- Silence Zone Detection (4 min read)
Module 3: Expansion & Advocacy
Retention protects revenue. Expansion grows it. Advocacy multiplies it. Build the systems that detect growth opportunities before the client articulates them, design advocacy programs that turn champions into referral engines, and automate lifecycle operations across the entire portfolio.
- Expansion Signal Detection (3 min read)
- Advocacy Program Design (3 min read)
- Lifecycle Automation (4 min read)