Description
Description: This engine helps you keep clients longer and grow accounts with a practical success program. You will define a customer health score that weighs adoption, support load, outcomes, and executive engagement. You will schedule quarterly business reviews with a tight agenda and an executive-friendly deck. You will build playbooks for at-risk signs—low usage, staff turnover, budget cuts—and assign owners for each action. You will set expansion triggers tied to outcomes, not pressure tactics. You will create a success plan per account with goals, milestones, and check-in cadences. You will log notes in the included tracker so history survives team changes. You will implement a renewal calendar with notice windows and a list of required documents. You will capture NPS or CSAT and tie feedback to action items. You will measure retention, expansion, and churn with simple cohort views. You will end with a renewal machine that clients appreciate and your finance team trusts.
Format: Health score model (Sheets), QBR deck template (Slides), risk & expansion playbooks (Docs), account plan, and renewal calendar tracker.
Duration: 3 sessions of 60 minutes to launch; ongoing weekly/quarterly rhythm.
What You’ll Learn: Health scoring; QBR facilitation; risk playbooks; outcome-based expansion; renewal discipline; retention analytics.
Target Audience: Service firms and agencies that want predictable renewals and organic account growth.
English