Understanding how your customers move through the desired lifecycle (onboarding, adoption, renewal, advocacy) with your organization is a critical component of Customer Success.
If you don’t have a good handle on the milestones needed to drive your customers to success and a way to track progress, you are most likely going to encounter a churn problem. And if you aren’t experiencing a churn problem now, you certainly have a process problem, which leads to a poor experience for your customers.