Running now
4- Account at risk· Vaayu Retail Pvt Ltd1 of 3 · day 4845 days late
Next: MD-to-sponsor call — MD Rahul called the old sponsor's replacement. The MD call was never booked; the acceptance note has now sat 29 days.
- Renewal· Northwind Logistics Inc.2 of 4 · day 55
Next: Proposal sent — Account owner The one-pager went. The renewal conversation was folded into the phase-two slip conversation, which is the wrong room for it.
- Renewal· Bluepeak Health Ltd3 of 4 · day 60
Next: Signed, or the MD calls — MD Proposal sent 20 August. Same terms.
- Client onboarding — first 60 days· Product · beta distributors (7)2 of 4 · day 301 days late
Next: Acceptance of the first deliverable signed — Account owner Seven distributors onboarded; two never came back.
The playbooks
Client onboarding — first 60 days
Starts when: A signed engagement
- day 1Kick-off: sponsor, success criteria, acceptance process agreed in writing · Account owner
- day 14First deliverable walkthrough with the sponsor · Delivery lead
- day 30Acceptance of the first deliverable signed · Account owner
- day 60NPS ask, sponsor and day-to-day contact · Account owner
Quarterly business review
Starts when: Every quarter, every client
- day -10Delivered vs promised, hours vs plan, tickets, what is next · Account owner
- day 0The review with their sponsor · Account owner, MD
- day 3Actions in writing, owners on both sides · Account owner
Account at risk
Starts when: Health below 45, a sponsor change, or a slip that is ours
- day 0Owner calls the sponsor the same day · Account owner
- day 3MD-to-sponsor call · MD
- day 7Recovery plan in writing, with dates · Delivery lead
Renewal
Starts when: 90 days before an engagement or retainer ends
- day -90Value delivered, in their numbers, on one page · Account owner
- day -60Renewal conversation with the sponsor · Account owner
- day -30Proposal sent · Account owner
- day -7Signed, or the MD calls · MD