Client Questionnaire
Generate guided discovery questions that spark meaningful dialogue and reveal what matters most to your clients.
CS
Improve retention, upsell, and client experience through stronger vCIO and Customer Success practices.
Explore in this discipline:
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Member Resources
Resources to strengthen your client success practice.
Lab Apps 
Methodologies 
Research Papers 
Podcast Episodes 
Industry Trends
Stay ahead of market shifts with reports on key drivers, risks, and compliance priorities shaping your client’s industry.
Client Enrichment
Deep-dive into a client’s business profile to uncover insights, surface opportunities, and prepare for high-impact conversations.
CS Strategy Audit
Assess and align your customer success approach with a structured audit that highlights gaps, priorities, and next steps.
Client Discovery Goals
Create a client-ready deliverable that maps industry trends, business goals, and key initiatives into one polished report.
CS Discipline 1: Strategy
Executive Overview CS Strategy is the foundation of every Customer Success program. It defines how you segment clients, align services, and allocate resources so every engagement supports clear business outcomes. This discipline turns one-off wins into a repeatable, scalable system that grows with your clients. What You’ll Learn This download gives you the complete set […]
CS Discipline 2: Health
Executive Overview CS Health is the early warning system for your Customer Success program. It tracks client experience, technology adoption, engagement, service quality, and alignment so you can see risks and opportunities before they appear. When managed well, Health turns raw data into a single, actionable view of every client relationship. What You’ll Learn This […]
CS Discipline 3: Deliverables
Executive Overview CS Deliverables turn your strategy into tangible outputs. Reports, proposals, budgets, and roadmaps make progress visible and actionable. Instead of conversations that fade, deliverables create a record of decisions, plans, and next steps. They connect every engagement to measurable outcomes and help clients see the value of your work. What You’ll Learn This […]
CS Discipline 4: Process
Executive Overview CS Process is the engine that keeps Customer Success moving with structure and consistency. It defines when engagements happen, what they include, and how they adjust as clients mature. With a clear process, good intentions turn into repeatable results. This ensures that no client is overlooked and that every interaction is tied back […]
CS Discipline 5: People
Executive Overview CS People is about organizing the human side of CS. It defines the roles, responsibilities, and support systems that turn strategy into execution. This discipline ensures that the right people are in the right conversations, equipped with the training, and oversight needed to deliver a seamless client experience. Without this structure, even the […]
CS Discipline 6: Technology
Executive Overview CS Technology is the engine that turns your Customer Success program into a real-time, automated system. It connects data, processes, and AI so that every engagement, deliverable, and decision is powered by accurate insights. This discipline makes it possible to deliver scalable, consistent Customer Success while allowing your team to focus on high-value, […]
Driving Adoption: Change Leadership vs. Change Management in MSP Customer Success
Executive Summary Most MSPs approach transformation work as a technical exercise: design the solution, install the tool, train the users, close the project. In an AI-driven world, that model is breaking down. Technical readiness alone does not produce adoption, and without adoption, there is no business outcome. During a research working session on Customer Success […]
The Five Levels of Client Business Goals and the Chasms Between Them
Executive Summary During a recent research session conducted by Joe Markert and Kevin Clune, the group focused on the Client Business Goals methodology and the five-level pyramid that underpins it. The discussion was intended to clarify and stress-test language already present across the CS glossary, blueprints, and prior research, and to ensure that this language […]
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Roadmap
How our research progresses from discovery to deployment.
1
Problem Discovery
2
Framework Development
3
Education & Enablement
4
Tools & Optimization
Identify key challenges MSPs face with client retention, upsell opportunities, and inconsistent vCIO practices. Conduct surveys, interviews, and peer feedback to validate pain points.
Through surveys, peer interviews, roundtables, and feedback loops, we gather real-world insights from MSP owners, vCIOs, and client success leaders. This helps us prioritize the issues that matter most—and ensures we focus our research on problems that will drive measurable impact.