customer-success-method

# Customer Success operations method ## Upstream provenance This is a bounded OpenCorvus adaptation of concepts from the `customer-research` and `revops` Skills in [coreyhaines31/marketingskills](https://github.com/coreyhaines31/marketingskills), pinned to commit `7868cb9251fad80a73d26e488a5ad5f6c4a9f335`. The upstream repository is licensed under the Massachusetts Institute of Technology (MIT) License. The preserved license notice is in `references/UPSTREAM-LICENSE.md`. This Skill does not import upstream startup conventions, tool integrations, benchmark claims, default thresholds, or cross-Skill dependencies. ## Method 1. Fix the population or segment, as-of date, lifecycle boundary, decision question, available systems, and responsible operator. 2. Build a source ledger before synthesis. Each observation records its source, date, segment, definition, coverage, limitation, and whether it is direct evidence or an inference. 3. Analyze customer evidence and lifecycle operations independently. Customer evidence covers stated needs, adoption, support, sentiment, outcomes, and contradiction. Lifecycle analysis covers onboarding, handoffs, ownership, service levels, renewal, escalation, and control gaps. 4. Never treat a single health score, survey, ticket set, anecdote, or customer quote as the whole population. Segment first and state sampling, survivorship, recency, and instrumentation limits. 5. Join both analyses into one operating plan. Every action names its evidence, target segment, trigger, owner, timing, success measure, guardrail, and next human decision. 6. Keep system-of-record and stage definitions explicit before proposing automation. Do not invent account states or silently combine conflicting sources. 7. Independently review traceability, calculations, ownership, handoff closure, measurement definitions, and unsupported promises before delivery. ## Boundaries Do not guarantee adoption, renewal, expansion, customer satisfaction, or revenue. Do not automatically contact customers, alter accounts, modify contracts or entitlements, approve credits, or write to external customer systems. Mark missing evidence and decisions that require the accountable customer-success, sales, support, finance, legal, privacy, or product owner.