Customer Business Moments

Sales Representative

Start My Sales Day

Which accounts, deals, and customer signals should I handle first?

Call the renewal-risk account first, then finish the proposal approval package.

Sales Manager

Pipeline Review

Which deals are real, which are slipping, and what changed?

Escalate two executive sponsor gaps and move one low-confidence deal out of commit.

Revenue Operations

Proposal Ready

Can this proposal be sent without revenue-quality risk?

Approve pricing, route contract language to Legal, and attach the implementation scope.

Legal + Finance

Contract Approval

Can contract terms be approved before signature?

Approve standard terms, route variance to Finance, and hold signature until service credit language clears.

Customer Success Manager

Customer Onboarding

What must happen to get the customer to first value?

Assign integration owner, confirm success criteria, and publish onboarding action plan.

CSM + Sales

Renewal Risk

Which renewal is at risk, why, and how can we prevent churn?

Schedule executive save plan, attach usage evidence, and open customer health recovery tasks.

Customer Success

Customer Health

Which customers need proactive success action?

Prioritize red-health accounts and route expansion-ready accounts to Sales.

Chief Revenue Officer

Executive Revenue Review

What should leadership focus on to protect forecast and customer outcomes?

Review revenue risk, approve contract exception owners, and confirm renewal save plans.

Collaborative Revenue Decisions

Approve enterprise proposal package

Active

Revenue Operations / Today, 4:00 PM

Sales, Finance, Legal, Executive Sponsor

Confirm discount policy

Attach implementation scope

Route legal clause

Approve proposal

Send to customer

$310K proposal can be sent with margin and delivery controls intact.

Launch renewal save plan

Escalated

Customer Success Manager / 48 hours

CSM, Sales, Executive Sponsor, Support

Review churn evidence

Book executive call

Create adoption recovery plan

Assign support owner

Track health recovery

$420K renewal exposure moves from unmanaged risk to owned action plan.

Resolve contract approval exception

Active

Legal Operations / Today

Legal, Finance, Sales Manager

Review payment term variance

Confirm service credit language

Approve or redline

Update customer-facing contract

Log approval evidence

$510K contract can advance without downstream revenue-quality risk.