My small and mid-market book, from kickoff to renewal · as of
— accounts at risk, — up for renewal in the next 90 days, — tasks overdue and — accounts gone quiet.
RAG health across every account in my book.
Onboarding, adopting (live under 6 months) or established.
Accounts by type of hospitality business.
Calls, emails, WhatsApps, trainings and visits logged, last 6 weeks.
What is overdue, due today and due this week, across onboarding, QBRs, renewals and growth.
Renewals at risk first, then escalations, at-risk accounts, overdue QBRs and accounts gone quiet. Tap one to open it.
| Status | Why | Account |
|---|---|---|
| — | ||
Calls, tasks and fixes as they happen, so everyone can see what's been done. Anything I log or tick off shows up here.
Give a task to a teammate, or see what they've given me. Tasks given to me also land in my to-do list.
Prototype: in real life this would sync through the CRM or a shared workspace, with a ping in Slack or email when someone gives you a task.
Every task, soonest first, with completed ones at the bottom. Tick a task to mark it done.
Hours of booked kickoffs, trainings, QBRs, renewal calls and visits per week. Dashed line is 30 hours of capacity.
Every account from kickoff to renewal: stage, health, adoption, renewal, value and last contact. Tap a row for the full picture.
| — | |||||||
Contacts, open tasks and the activity log show here.
| Goal | Target | Now | Status |
|---|
| Site | Staff active | Status |
|---|
| Issue | Priority | Status | Opened |
|---|
| Name | Role | Relationship |
|---|
| Task | Owner | Due | Status |
|---|
| Date | Channel | Note |
|---|
Share of each live account's staff using the app each week, last 8 weeks. A falling line is the earliest warning sign.
What customers are raising right now. Escalations and P1s also show on Today, because complaints are often the first sign of risk.
| Account | Issue | Priority | Status | Open for |
|---|
Out of 100, blending staff activity, training, contact and sentiment. Under 70 needs a plan, under 50 needs action now. Average across all accounts: —.
Expansion from existing customers (up) against downgrades and churn (down). Retention is the number CS is measured on.
Annual contract value renewing each month, coloured by account health. Red and amber bars are the renewals to work on now.
Next 6 months, soonest first, with the next step for each.
| Account | Renews | Value | Health |
|---|
New sites and add-ons I can grow into. Happy customers first.
| Account | Opportunity | Value |
|---|
Every live account gets a review each quarter.
| Account | Next | Status |
|---|
Kickoffs, workshops, training and go-live support for customers onboarding or just live, plus every planned go-live.
Every customer I'm onboarding, the ones who need help first. Click a customer to open their account.
| Customer | Stage | Checklist | Go-live | Next step |
|---|
Steps done in each stage for every customer onboarding. The outlined box is the stage they're in now.
Accounts still onboarding, by stage: kickoff, content & setup, staff rollout, training, go-live.
Days from kickoff to launch for live accounts. Dashed line is a 45-day target.
Planned launches for accounts not yet live, by week. Overdue dates sit at the top.
How I'd take a small or mid-market customer from signed to live in about 45 days, then into regular checkpoints. Example plan, I'd follow the team's own process.