Revenue visibility
Do you maintain one account-level renewal view combining revenue gap, product usage, service signals, financial signals and account ownership?
OPERATING REVIEW
Ten questions I use to
frame the review.
These are the questions I ask of any post-sales operation, including my own. They are prompts for a clear discussion about ownership, evidence and execution. They are not a score, maturity rating or external benchmark.
Save execution
Does every high-risk account trigger a named, time-bound save play, with actions and outcomes reviewed against GRR?
Expansion readiness
Are expansion-ready accounts identified using explicit usage, adoption, commercial and customer signals, rather than general CSM judgement alone?
NRR accountability
Do operational expansion plays and commercial offers feed one accountable pipeline, with conversion and NRR outcomes tracked?
Cost transparency
Can you see cost-to-serve by customer segment, product or service complexity, and delivery channel, rather than only at a function or team level?
Service design
Do coverage, entitlements, routing, self-service and global delivery choices reflect customer complexity while protecting quality and CSAT?
Decision rights
Are renewal and expansion decision rights, account ownership and hand-offs clear across Success, Sales, Support, Professional Services and Finance?
Operating cadence
Does one source of truth connect customer health, pipeline, capacity, cost, action owners and an agreed operating review cadence?
AI value
Are AI use cases prioritised by measurable work, cost or customer value removed, with a business owner and baseline, rather than by pilot count?
AI governance
Are human override, escalation, quality review, security and data controls defined for AI in customer-facing workflows?
How to use the questions: Discuss what the evidence shows, who owns the next action and when the result will be reviewed. The purpose is to improve execution, not to produce a score.