Methodology
The Five Levels
The relationship you're invited into. Five levels of client conversation — from reactive support to strategic partner — each with its own five playbooks.
Click a level in the pyramid to explore the conversation, the permission you've earned, and the five playbooks that operate at that level.
Level 1
Technology Support
Reactive support: help desk, uptime, backups. Pure technology work, ticket-shaped; the client's business context barely enters the conversation. You keep the lights on. Success is measured in response time, resolution rate, and the absence of complaints. It is the foundation every higher level builds on, but it rarely creates strategic stickiness on its own.
Customer Success Scorecard
See where you operate across the Five Levels and get prioritized moves to advance.
How the Six Disciplines operate at Level 1
One card per discipline as it shows up at L1 · Technology Support. Click a card for the full read.