Pick one measurable business outcome
(e.g., “Shorten quote-to-cash by 10 days”).
Agree on acceptance criteria and a simple R/Y/G
dashboard before kickoff.
Trace where value leaks:
lead→opportunity, quote→cash, ticket→resolution.
Instrument only 3–5 signals you’ll actually use.
Tighten pipeline rules & handoffs.
Standardize pricing/approvals and e-sign.
Add self-serve for the obvious support intents (keep NPS level).
Publish before/after with Finance.
Decide: scale, shelve, or swap.
If scaling, lock a run-rate impact and next milestone.
Pipeline rules > headcount
Define stage entry/exit, SLA handoffs, and auto-aging. Expect cleaner forecasts and faster cycle time without adding SDRs.
Quote-to-cash cleanup
Standard SKUs/pricing, auto-approval thresholds, e-sign, and invoice triggers tied to milestone completion.
Self-serve where customers want it
Route the top ten intents to guided self-serve; keep complex cases human. Measure deflection and satisfaction.
Cycle time (lead→opportunity; quote→cash; ticket→resolution)
Stage conversion (by ICP) and forecast accuracy
First-contact resolution / deflection rate (with NPS)
Time-to-invoice and DSO
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