When to use it
Use when a champion changes roles, leaves, or becomes unavailable, or as a proactive account-planning exercise.
Work the questions in order
- Start with the work the customer needs to continue, not just contact names.
- Identify who owns, performs, and benefits from each workflow. Ask the customer to validate the map.
- Agree on knowledge-transfer and enablement actions, then check whether the successor can use the workflow.
Your working notes
Use these prompts in your own document, or print this page and write in the spaces.
Customer outcome
What useful result needs to continue?
Critical workflow
What dashboard, report, process, or decision supports that result?
Current coverage
Who operates it, who benefits, and who can approve changes? Use role names in shared copies.
Continuity gap
What knowledge or access would disappear if the primary contact left?
Successor enablement
What does the next owner need to learn, see, or practice?
Action and owner
Who will do what, and by when? Include your technical partner where appropriate.
Evidence and review
How will the customer demonstrate that the workflow can continue? When will you check?
See a fictional worked example
Fictional example: a replacement operations lead needs to use an existing weekly capacity report. The technical partner runs a working session; the customer lead then walks through the report independently. Review with the sponsor after that handoff.