# Customer

URL: /agents/customer · Id: `team:customer`

> The Customer Team serves every Customer after the first acceptance: onboarding, support, retention, and the one Thread each Person has.

The Customer Team serves every [Customer](/business/nouns/customer) after the first acceptance: onboarding, support, retention, and the one [Thread](/business/nouns/thread) each [Person](/business/nouns/person) has. [Agents](/business/nouns/agent) fill its three seats from the first day.

## What it owns
- Customers: Customer, Person, [Survey](/business/nouns/survey).
- Communication: [Conversation](/business/nouns/conversation), [Message](/business/nouns/message), Thread, [Channel](/business/nouns/channel), [Mailbox](/business/nouns/mailbox).

## How it runs
A new Customer starts [Onboard a Customer](/workflows/processes/onboarding/onboard-customer). The [Onboarding Specialist](/agents/customer/onboarding-specialist) provisions the [Tenant](/business/nouns/tenant) and does the setup itself: keys, imports, first runs. The Customer counts as activated at first value, not at signup.

Every hand step is counted, and the third repeat of one becomes an [Issue](/business/nouns/issue) for the [Product Team](/agents/product). Work that does not scale shows the [Startup](/business/nouns/startup) what to automate next.

Each Person has one Thread across every Channel. A new Conversation starts [Answer a message](/workflows/processes/support/answer-message): the [Customer Lead](/agents/customer/customer-lead) reads the Thread and the records, answers from the record, and fixes the cause.

The Customer Lead owns every Mailbox the Startup sends from. No two [Workflows](/business/nouns/workflow) write to one Person unseen, so a sales follow-up never lands on an open complaint.

Every day the [Silence watch](/workflows/processes/retention/silence-watch) finds Customers quiet for twice their usual interval and writes once, about their last failed step. A cancel starts [Save and win back](/workflows/processes/retention/save-and-win-back): one step, one question, a full export, and one win-back after the cause is fixed.

Refunds go to the [Billing Specialist](/agents/finance/billing-specialist) and wait out their one-way [delay window](/systems/trust-and-governance/controls/one-way-windows). Privacy requests go to the [Privacy Officer](/agents/legal/privacy-officer), and expansion signals go to the [Sales Lead](/agents/sales/sales-lead).

## Roles
| Role | Definition |
| --- | --- |
| [Customer Lead](/agents/customer/customer-lead) | The Customer Lead owns every Conversation and the single Thread each Person has with the Startup. |
| [Onboarding Specialist](/agents/customer/onboarding-specialist) | The Onboarding Specialist gets each new Customer to first value, doing the setup by hand until the Startup automates it. |
| [Success Manager](/agents/customer/success-manager) | The Success Manager keeps Customers: it catches silence early, rescues once, makes cancelling one step, and wins back once. |

## Processes
| Process | Accountable | Workflows |
| --- | --- | --- |
| [Onboarding](/workflows/processes/onboarding) | [Onboarding Specialist](/agents/customer/onboarding-specialist) | [Onboard a Customer](/workflows/processes/onboarding/onboard-customer) |
| [Retention](/workflows/processes/retention) | [Success Manager](/agents/customer/success-manager) | [Silence watch](/workflows/processes/retention/silence-watch), [Save and win back](/workflows/processes/retention/save-and-win-back), [Fan out an outcome](/workflows/processes/retention/fan-out-outcome) |
| [Support](/workflows/processes/support) | [Customer Lead](/agents/customer/customer-lead) | [Answer a message](/workflows/processes/support/answer-message) |
| [Call routing](/workflows/processes/call-routing) | [Customer Lead](/agents/customer/customer-lead) | [Route a call](/workflows/processes/call-routing/route-call) |

## Plays
| Play | Runs as | Definition |
| --- | --- | --- |
| [Keyless signup](/workflows/customer/plays/keyless-signup) | [Onboarding](/workflows/processes/onboarding) | Keyless signup lets an Agent call and pay on first contact, with no key and no signup, through a priced payment-required reply. |
| [Run beside](/workflows/customer/plays/run-beside) | [Onboarding](/workflows/processes/onboarding) | Run beside does a buyer’s work in parallel with their current tool and shows the daily difference until it reaches zero. |
| [Starter setups](/workflows/customer/plays/starter-setups) | [Onboarding](/workflows/processes/onboarding) | Starter setups give a new Customer three ranked, working setups copied from ones other Customers share. |
| [Usage upsell](/workflows/customer/plays/usage-upsell) | [Retention](/workflows/processes/retention) | Usage upsell suggests the next Price tier when usage nears its Limit, accepted in one click and charged pro rata. |
| [Next outcome](/workflows/customer/plays/next-outcome) | [Retention](/workflows/processes/retention) | Next outcome offers the next Service a Customer needs at the moment it comes due, such as an annual filing after a formation. |
| [Annual prepay](/workflows/customer/plays/annual-prepay) | [Retention](/workflows/processes/retention) | Annual prepay offers a capped discount for annual or committed-use terms once a Customer has renewed or stayed steady. |
| [Agent step](/workflows/customer/plays/agent-step) | [Retention](/workflows/processes/retention) | Agent step offers an Agent that does a step a Customer keeps doing by hand, priced per accepted run. |
| [Signal expansion](/workflows/customer/plays/signal-expansion) | [Retention](/workflows/processes/retention) | Signal expansion turns a Customer’s hiring or a champion’s job change into an expansion Offer, a save, or a warm Sequence at the new Organization. |

## Metrics
| Metric | Definition |
| --- | --- |
| First response time | Median seconds from a Customer’s Message to the first answer. |
| Resolution time | Median hours from a new Conversation to the fix. |
| Churn rate | Share of Subscriptions active at the start of a month that end during it. |
| Save rate | Share of cancellation attempts that end with the Customer staying. |
| <a id="month-3-retention"></a>Month-3 retention | Month-3 retention is the share of outside Customers who first paid in one month and still pay three months later. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="net-revenue-retention"></a>Net revenue retention | Net revenue retention is this month’s revenue from outside Customers who paid twelve months ago, divided by their revenue then. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="logo-churn"></a>Logo churn | Logo churn is the share of outside Customers paying at the start of a month who stop paying by its end. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="repeat-purchase-rate"></a>Repeat purchase rate | Repeat purchase rate is the share of outside Customers who place a second paid Order within 90 days of their first. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="first-response-time"></a>First response time | First response time is the median business hours from a Conversation’s first Message to its first answer. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="first-responses-on-time"></a>First responses on time | First responses on time is the share of Conversations first answered before their `respondBy` time. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="expansion-revenue"></a>Expansion revenue | Expansion revenue is the recurring revenue outside Customers paying at the window’s start add in it: more units, a higher Price or another Offer. Owner: [Success Manager](/agents/customer/success-manager). |
| <a id="save-rate"></a>Save rate | Save rate is the share of outside Subscriptions marked ending in the window that the Customer kept before the period closed. Owner: [Success Manager](/agents/customer/success-manager). |
| <a id="resolution-time"></a>Resolution time | Resolution time is the median business hours from a Conversation’s first Message to a resolution that held for 7 days. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="agent-resolution-rate"></a>Agent resolution rate | Agent resolution rate is the share of Conversations an Agent resolved, with no Human Task, that held for 7 days. Owner: [Customer Lead](/agents/customer/customer-lead). |
| <a id="customer-health"></a>Customer health | Customer health is the share of outside paying Customers whose computed status is not `atRisk` at the window’s end. Owner: [Success Manager](/agents/customer/success-manager). |
| <a id="time-to-first-value"></a>Time to first value | Time to first value is the median days from a Customer’s first payment to their first finished core task. Owner: [Onboarding Specialist](/agents/customer/onboarding-specialist). |

## Works with
- [Finance Team](/agents/finance)
- [Legal Team](/agents/legal)
- [Operations Team](/agents/operations)
- [Product Team](/agents/product)
- [Sales Team](/agents/sales)