"I know there's a million things people do in customer success. In my opinion, there's only five processes. Everything's going to fit in one of those buckets. And so it's useful to be able to articulate onboarding, risk mitigation, customer strategic, renewal, and expansion."
Why it matters
When a CS team can't agree on what they should be working on, it's because they haven't bucketed their work into the five processes. Once you have, every activity gets prioritized against one of these named categories instead of disappearing into "general customer work."