Customer Lifecycle Design: The Future of Customer Success Strategy

Session Abstract

In today’s competitive B2B landscape, Customer Success leaders face the critical challenge of integrating excellence in delivering customer outcomes with operational efficiency. But traditional strategy design approaches, such as customer journey mapping, often fall short when applied in isolation, leading to silos, redundancies, and risk. This session, hosted by Ross Fulton, Founder & CEO, Valuize, introduces the Customer Lifecycle Design (CLD) Framework, a transformative approach to designing a customer success strategy that unifies cross-functional teams and creates seamless, value-driven customer experiences. What you'll walk away with: How to identify and address common pitfalls in customer success strategy design. How to apply customer journey mapping, service blueprinting, and process engineering to your customer success strategy. The role of Customer Success Operations as the architect of the customer lifecycle.