If done right, a Customer Success journey map can be the overarching document that all your strategies, playbooks, and metrics tie too. Philipp Wolf of Custify gives some starting points if you are creating one.
Spikes can crush any process. For support leaders, unforeseen or unusual volume will derail your whole support team and have effects that last long beyond the temporary spike. David Rostan of Stonly has a gameplan to help when your company experiences issue upticks.