Service Fieldbase Glencruittein

The briefing room

Ninety minutes, five surfaces, no appendix.

This page is the sequence we keep when we brief on product adoption and account health. If your leadership meeting cannot give us the time, we postpone. A shortened version becomes a different conversation, and we will not pretend otherwise.

Workshop participants standing around a table with laptops and notes
Attendees stay for the full sequence. Drop-ins after the seat board scramble the story.

  1. 1. Cohort board — who reached a first meaningful action

    We open on workspaces (or named teams) grouped by the month they started, and whether they reached the action you defined in week one. If that action is still argued, this board stays partly blank and we say so. The point is not a pretty funnel; it is to stop celebrating first login when only the implementer arrived.

  2. 2. Seat board — paid capacity that is not in the room

    Unused seats are separated from “are the people who do show up getting anywhere.” CSMs annotate clusters before leadership sees the board: waiting on an internal project, waiting on us, or surplus. Unannotated clusters stay grey.

  3. 3. Money movement — expansion and contraction without a product costume

    Seats, modules, or contracted volume over the last two quarters. We do not dress a down-sell as an adoption story. Finance usually relaxes here because the chart finally matches the invoice file they already trust.

  4. 4. Named watch-list — twelve lines, owners, next dates

    Not a colour grid. A list short enough to read. Entry and exit rules from the clinic, or drafted in week two of the briefing. If more than twelve names belong here, that is a capacity sentence for whoever owns hiring and segmentation, delivered in the room, not hidden in an appendix.

  5. 5. Actions list — one page

    Who calls whom, which definition of “activated” will be used until the six-week follow-up, and which ceremonial metric will be taken off the weekly export. Then we stop talking. The pack stays with you.

People seated in a meeting around a conference table
Who should be in the chairs: the CS lead, one CSM who did the interviews, and the commercial person who will sit in the forecast call.

Who should attend

The people who will act. A gallery of the curious makes the briefing polite and useless. Product may attend for the cohort board; they do not get a second hour of event-name charts.

Commission this sequence

The sequence above is the spine of the account health visual briefing. If you only need the watch-list hour, book the clinic instead.

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