Sprint 41 / Customer Cloud
Customers are relationships, not records.
Customer Cloud manages acquisition, sales execution, onboarding, customer success, renewals, forecasting, intelligence, and executive revenue decisions in one continuous operating experience.
Customer Lifecycle
One customer relationship, one lifecycle, one history.
Stage 1
Lead
Sales Rep / New
Inbound signal, source, ICP fit, consent, and campaign attribution.
Captures demand with traceable source evidence.
Stage 2
Qualification
Sales Rep / In Progress
Budget, authority, need, timeline, risk, and AI fit score.
Prevents low-fit opportunities from consuming sales capacity.
Stage 3
Opportunity
Sales Manager / Active
Deal value, stage, close date, buying committee, next step, and forecast category.
Creates revenue visibility and pipeline accountability.
Stage 4
Proposal
Sales + Finance / Ready
Pricing, package, discount, margin, business case, and approval controls.
Aligns sales execution with finance guardrails.
Stage 5
Contract
Legal / Approval Required
Terms, obligations, redlines, compliance, risk, and signature status.
Protects revenue quality before customer commitment.
Stage 6
Customer Onboarding
Customer Success / Planned
Implementation plan, owners, success criteria, integrations, and kickoff.
Moves customers from signed contract to value realization.
Stage 7
Active Customer
CSM / Healthy
Usage, outcomes, support, adoption, health score, and executive sponsor.
Manages the relationship after sale.
Stage 8
Renewal
CSM + Sales / Watch
Renewal date, health, usage, contract value, risk, and expansion signals.
Prevents churn before renewal risk becomes urgent.
Stage 9
Expansion
Account Executive / Opportunity
Product fit, adoption, whitespace, champion, and value proof.
Grows revenue through relationship intelligence.
Stage 10
Advocacy
Customer Marketing / Candidate
NPS, outcomes, reference readiness, case study fit, and sponsor approval.
Turns customer success into market trust.