Closed Won OS · 5 of 6 · Value, early
Prove
From quarterly check-ins to early warnings.
What stays with your people
The relationship. A person runs it and has the hard conversations.
What is changing, in two directions
Agents coming in
A customer's assistant can total up what they got from you, and compare the alternatives, at any moment.
Your work moving to agents
Agents watch how each customer is doing every day and flag who is stuck, early.
The problems we see
Each one with what you keep, and the questions buyers ask on the way to fixing it, answered.
Your work moving to agentsWe learn a customer is unhappy at renewal.
What you keep: The account owner's relationship.
- Our customers seem fine. How would we know if they were not?
- Often you would not, until the renewal call. The signs were there for months: usage falling, questions stopping, a champion leaving.
- What should we watch between reviews?
- A short list for each customer. Are they using it? Did the people change? Are they asking for help? Did the result they bought show up? Agents watch daily. A person calls when something moves.
- We are small. Is this only for companies with a success team?
- It suits a small team best. Nobody there has time to check every account by hand.
Your work moving to agentsOnboarding is the same for everyone.
What you keep: The personal welcome.
- Every new customer gets the same welcome. Is that a problem?
- Customers start in different places. The ones who miss a first result are the ones who leave, and a fixed sequence cannot see who is behind.
- How do we adapt without building ten versions?
- Name the first result that matters. Watch who has reached it. Let the next step depend on that. The welcome stays personal and the tracking runs by itself.
- How early is early?
- Agree it with the customer at the start. The date they expect a result is the date to measure against.
Agents coming inWe cannot show a customer what they got.
What you keep: The good work itself.
- Our customers know we do good work. Why put it in numbers?
- The person who knows may not be the person who renews. Whoever decides will ask for the evidence, and may ask an assistant to gather it.
- What belongs in a value report?
- What they bought it for, what happened and what it was worth, in their terms and their numbers. It is assembled from records you already keep.
- Who has time to write these?
- Nobody should write them. They are assembled from the data and checked by the account owner.
Agents coming inTheir assistant can compare us with others at any time.
What you keep: The relationship. It is the part no comparison can copy.
- Switching suppliers is a lot of work. Does that not protect us?
- The research part of switching used to take weeks. An assistant can compare the alternatives in an afternoon, so that protection is thinning.
- What keeps a customer when comparing costs nothing?
- Value they can see in their own numbers, and a person they trust. Both are in your hands.
- Is this happening yet?
- The tools exist, and buyers already use them to choose a supplier in the first place. Planning for the same at renewal is prudent.
What is in Prove
- Onboarding
- Success dashboards
- ROI reporting
- Usage signals
Each area can be bought three ways: we set it up once, we run it for you every month, or agents keep watch and each month you hear what changed and what to do next. Most start with the two-week assessment.
The free check for Prove
You answer eight questions about a customer's first ninety days. You see the signals you are missing, and the three to start watching. It is being built. Until it is ready, send me a line about Prove and I will answer it myself.