It is important to understand that this is a ‘journey’ not a one and done approach.  Your organization will only succeed if you embrace the process.  Many organizations we have encountered silo their internal functions so much that a customer never has a chance to truly move effectively to be your advocate because the organization does not understand the lifecycle process.  How do you walk your customers through this process?  Are your teams integrated and aligned in implementing your customer? Does your organization connect the sales process and expectations with implementation and value creation KPI’s? How do you build community with your customer base? How do you communicate and listen with your customers? Ask yourself some of the questions posed at each phase.