What it maps
The full post-sale journey for a customer, with the signals, owners, and AI-assisted artifacts at each stage. One page per segment if needed.
Onboarding
- Signals: time-to-first-value, activation step completion, support volume.
- Owner: CS or onboarding lead, named.
- AI assist: weekly activation digest, drafted follow-up sequences, stuck-step alerts.
Usage
- Signals: core workflow usage (not vanity), feature-level engagement, dormant accounts.
- Owner: CS lead.
- AI assist: usage anomaly summaries, account-level narratives.
Support
- Signals: ticket topic clustering, repeat issues, severity, resolution time.
- Owner: support lead + product feedback loop.
- AI assist: weekly cluster report, account-level support digest.
Feedback
- Signals: QBR notes, NPS, surveys, inbound suggestions, churn debriefs.
- Owner: CS lead + product.
- AI assist: theme extraction, sentiment trend summaries.
Health signals
- Composite signal: usage + support + sponsor + feedback.
- AI assist: narrative health brief per account, not just a numeric score.
Renewal risk
- Signals: contract dates, sponsor continuity, usage trajectory, support load.
- AI assist: 60-day renewal prep packet auto-drafted.
Expansion
- Signals: new stakeholders, new use cases, usage growth beyond plan.
- AI assist: expansion-conversation prep, draft proposal blocks.
How Fascia Labs uses this
We use this map as the design canvas inside a Revenue & Retention Intelligence engagement — every node gets an owner, a signal, and an AI-assisted artifact your CS team can act on within a week.