Customer lifecycle
Understand onboarding, support, health, renewals, and expansion as one connected post-sale flow.
Use this guide when your work begins after the sale or when you need to understand how customer success and support connect to commercial history.
Post-sale flow map
What this flow is for
- keeping onboarding tasks tied to the account
- resolving support issues with full context
- watching health, renewal timing, and payment state together
- capturing expansion opportunities before they disappear into notes
The practical path
1. Start from the customer hub
Open the customer record when you need the full picture:
- support history
- contacts and deals
- payments and subscriptions
- learning and delivery signals
- onboarding runs
- health, renewal, and expansion state
Open next:
2. Run onboarding as structured work
Use onboarding playbooks and runs when you want post-sale rollout work to be visible and repeatable instead of hidden in spreadsheets or chat threads.
3. Keep support tied to customer truth
Support work should not live alone. Ticket updates, activities, notes, and escalations should stay linked to the account so commercial and service teams see the same reality.
4. Watch health and renewal early
Health, overdue support, inactivity, and payment issues often become renewal risk before anyone says it directly. Use renewals and expansion tracking early rather than at the last minute.
Common mistakes
- Running onboarding outside the platform so nobody can see rollout status
- Treating support as separate from renewals or expansion
- Waiting for a renewal to become urgent before reviewing health history
- Keeping upsell ideas only in notes instead of structured expansion records