Strategic Account Planning & Growth Playbook

Guided workflows for building winning account strategies with Unrival.AI

These playbooks use chained prompts to guide you through complex strategic planning. With AI, what used to take hours now takes 10-25 minutes per workflow.

How to Use This Guide

About Strategic Playbooks

Unlike day-to-day prompts, these are multi-step workflows designed for deep strategic work. Each playbook guides you through 5-10 chained prompts, where the output of one step informs the next. You'll build complete account plans, stakeholder maps, expansion roadmaps, and more.

Follow the Sequence

Complete each step in order. The prompts are designed to build on each other, creating a progressively deeper understanding.

Review Between Steps

Read the guidance between each prompt. It tells you what to look for in the output and how to use it for the next step.

Build Your Deliverable

Each workflow results in a complete strategic asset - an account plan, stakeholder map, QBR deck outline, or growth roadmap.

Available Strategic Playbooks

📊

New Account Deep Dive

6-step workflow to build a complete strategic account plan from scratch

⏱ 15-20 minutes

📅

Quarterly Account Planning

6-step process to plan your next quarter's strategy and goals

⏱ 15-20 minutes

🎯

Whitespace & Expansion

5-step workflow to identify and sequence expansion opportunities

⏱ 12-15 minutes

🗺️

Complex Stakeholder Mapping

6-step process to map influence, relationships, and engagement strategy

⏱ 15-20 minutes

📈

QBR Preparation

7-step workflow to build a compelling quarterly business review

⏱ 20-25 minutes

⚔️

Competitive Displacement

5-step strategy to displace an incumbent competitor

⏱ 12-15 minutes

🚨

At-Risk Account Recovery

6-step playbook to diagnose issues and create a win-back plan

⏱ 15-20 minutes

👔

Executive Sponsorship [Coming Soon]

5-step process to activate C-level champions

⏱ 10-15 minutes

🚀

Multi-Year Growth Roadmap [Coming Soon]

5-step workflow for long-term partnership planning

⏱ 15-20 minutes

Playbook 1

New Strategic Account Deep Dive

Build a comprehensive strategic account plan from the ground up. This 6-step workflow takes you from basic research to a complete entry strategy.

⏱ 15-20 minutes 📊 Deliverable: Strategic Account Plan 🎯 6 steps

Step 1

Business Foundation Analysis

Foundation

Start by understanding their business model, financial health, and market position. This creates the foundation for all strategic decisions.

Prompt

Provide a comprehensive analysis of [Company Name]:
1. Business model and primary revenue streams
2. Recent financial performance (revenue growth, profitability, cash position)
3. Market position relative to competitors
4. Current growth drivers and constraints
5. Recent strategic moves (M&A, product launches, market expansion)

Focus on factors that would impact their technology buying decisions and strategic priorities.

📋 What to Look For

Are they growing or contracting? This affects buying appetite
Where are they investing? These are priority areas
What constraints do they face? These create urgency
How do they make money? Align your value prop to their revenue model

Use these insights to guide Step 2's focus on strategic priorities.

Step 2

Strategic Priorities Identification

Strategy

Based on their business context, identify their top 3-5 strategic priorities for the next 12-18 months.

Prompt

Based on [Company Name]'s business situation - particularly [key themes from Step 1] - what are their likely strategic priorities for the next 12-18 months?

Consider:
- What initiatives would address their growth drivers or constraints?
- What market pressures are they responding to?
- What capabilities do they need to build?
- Where would executives be focusing their attention and resources?

Provide 3-5 specific strategic priorities with rationale for each.

📋 How to Use This

Highlight 2-3 priorities that align with your solutions
Look for initiatives that require technology investment
Note any time-sensitive priorities (regulatory, competitive)
Identify priorities where current solutions might be inadequate

These priorities will help you uncover pain points in Step 3.

Step 3

Pain Point Discovery

Discovery

Connect their strategic priorities to operational pain points and capability gaps.

Prompt

Given [Company Name]'s strategic priorities around [specific priorities from Step 2], what operational challenges or pain points are they likely experiencing?

Focus on:
- What bottlenecks or inefficiencies would prevent them from achieving these priorities?
- Where might legacy systems or processes be holding them back?
- What capability gaps exist in their current tech stack?
- What risks or compliance concerns relate to these initiatives?

For each pain point, explain the business impact and why current solutions may be insufficient.

📋 Mapping to Your Solutions

Circle pain points that your solution directly addresses
Quantify the impact where possible (cost, time, risk)
Identify pain points that create urgency vs. nice-to-have improvements
Note which departments or teams would feel these pains most acutely

Use these pain points to identify the right decision-makers in Step 4.

Step 4

Decision-Maker Identification

Stakeholders

Identify who owns the problems you solve and who has authority to buy.

Prompt

For initiatives around [specific priority] and pain points related to [specific pain point] at [Company Name], identify:

1. The likely economic buyer (who controls budget/final approval)
2. Technical evaluators (who assess the solution)
3. Day-to-day users (who would use the solution)
4. Executive sponsor (who champions the initiative)
5. Potential blockers (who might resist change)

For each role:
- Typical title at a company like this
- Their primary concerns and success metrics
- What would make them care about this problem
- Recommended contacts at [Company Name] who fit these roles

📋 Building Your Contact Strategy

Cross-reference recommended contacts with LinkedIn and Unrival.AI data
Prioritize contacts who have both influence AND accessibility
Identify 2-3 potential champions who would benefit most from your solution
Map the approval chain - who influences whom?

Before reaching out, understand the competitive landscape in Step 5.

Step 5

Competitive Landscape Analysis

Competition

Understand what they're using today and how to position against it.

Prompt

What solutions is [Company Name] likely using today for [specific pain point/use case]?

Analyze:
1. Most probable incumbent vendors or internal solutions
2. Strengths of their current approach
3. Limitations or gaps in their current solution
4. Why they might have chosen this solution originally
5. What would trigger them to consider alternatives
6. Typical switching costs and barriers

Given their priorities around [strategic priority], how well does their current solution align with their future needs?

📋 Competitive Intelligence

Validate assumptions about incumbents through research and outreach
Prepare differentiation talking points for each likely competitor
Identify gaps in their current solution that you uniquely fill
Note contract renewal dates or change triggers if possible

Now synthesize everything into your entry strategy in Step 6.

Step 6

Entry Strategy & Account Plan

Final Deliverable

Synthesize everything into a concrete entry strategy and account plan.

Prompt

Based on everything we've learned about [Company Name], create a strategic account entry plan:

1. **Optimal Entry Point**
   - Which specific use case, department, or initiative should we lead with?
   - Why is this the best entry point given their priorities and our differentiation?

2. **Initial Target Contacts**
   - Who are the 2-3 specific people we should engage first?
   - In what sequence and with what messaging?

3. **Value Proposition**
   - What is our primary value message for this account?
   - How does it connect to their strategic priorities?

4. **Competitive Positioning**
   - How do we differentiate from their current solution?
   - What's our key winning message?

5. **First 90 Days**
   - What are the key milestones and activities?
   - What resources do we need?
   - What's our definition of success?

6. **Risks & Mitigation**
   - What could derail this?
   - How do we mitigate each risk?

✅ Your Strategic Account Plan

You now have a complete strategic account plan including: business context, strategic priorities, pain points, stakeholder map, competitive landscape, and entry strategy. Document this in your CRM and share with your account team.

Next Step: Use Playbook 4: Stakeholder Mapping to build a detailed influence map for your key contacts.

Playbook 2

Quarterly Account Planning

Review performance, assess changes, and plan your strategy for the next quarter. Best done at the start of each quarter for your strategic accounts.

⏱ 15-20 minutes 📊 Deliverable: Quarterly Account Plan 🎯 6 steps

Step 1

Last Quarter Performance Review

Review

Start by assessing what happened last quarter - wins, losses, and what you learned.

Prompt

Help me review last quarter's performance with [Account Name]:

Context:
- Our goal was: [your goal]
- What we achieved: [what happened]
- Active opportunities: [list opportunities and their outcomes]
- Key activities: [major meetings, QBRs, initiatives]

Analyze:
1. What worked well and why?
2. Where did we fall short and what were the root causes?
3. What did we learn about the account that we didn't know before?
4. How has our relationship strength changed?
5. What patterns or trends do we see in their engagement and buying behavior?

📋 Honest Assessment

Be brutally honest about what didn't work
Look for patterns: timing, stakeholder engagement, competitive factors
Celebrate wins but understand WHY you won
Note any red flags or concerning signals

Use these insights to identify what's changed at the account in Step 2.

Step 2

What's Changed Analysis

Discovery

Identify significant changes at the account that create new opportunities or risks.

Prompt

What significant changes have occurred at [Account Name] in the last 3 months?

Research:
1. Leadership or organizational changes
2. New strategic initiatives or pivots announced
3. Financial performance or market conditions
4. Competitive landscape shifts
5. Technology investments or infrastructure changes
6. Regulatory or compliance developments
7. M&A activity or partnerships

For each change, analyze:
- Does this create opportunity or risk for us?
- How does this affect our current relationships or opportunities?
- What actions should we take in response?

📋 Change Impact Analysis

New leadership often means new priorities and budget resets
Org changes can kill or create opportunities
Financial struggles may pause spending or accelerate efficiency plays
Strategic pivots create urgency around enabling technology

These changes will inform your opportunity pipeline in Step 3.

Step 3

Opportunity Pipeline Planning

Planning

Map out realistic opportunities you can pursue this quarter.

Prompt

Based on [Account Name]'s current situation and recent changes, help me build a realistic opportunity pipeline for next quarter:

Current state:
- Existing opportunities in flight: [list with status]
- Our current footprint: [what they're using]
- Recent feedback or requests: [what they've asked for]
- Budget cycle status: [where they are in planning]

Identify:
1. **Active Opportunities** (already in motion - how do we advance them?)
2. **Near-term Opportunities** (can realistically start this quarter)
3. **Seeding Opportunities** (plant seeds for future quarters)

For each opportunity:
- Estimated value and likelihood
- Key stakeholders involved
- What needs to happen to move forward
- Our next 2-3 actions

📋 Pipeline Reality Check

Be realistic about what can close this quarter vs. long-term plays
Prioritize opportunities with executive sponsorship or budget allocated
Don't neglect seeding activities that set up future quarters
Ensure each opportunity has a clear champion and next step

Now assess risks that could derail these opportunities in Step 4.

Step 4

Risk Assessment & Mitigation

Risk

Identify what could go wrong and create mitigation plans.

Prompt

Assess risks for [Account Name] this quarter:

1. **Renewal Risk** (if applicable)
   - What indicators suggest renewal risk?
   - Stakeholder health and engagement level
   - Competitive threats
   - Usage and value realization concerns

2. **Opportunity Risks**
   - What could derail our pipeline opportunities?
   - Budget, timing, or priority changes
   - Competition or alternative approaches
   - Internal political or organizational risks

3. **Relationship Risks**
   - Are we too dependent on one champion?
   - Have we lost access to key stakeholders?
   - Are we insufficiently multi-threaded?

For each risk:
- Probability and potential impact
- Early warning signs to watch for
- Specific mitigation actions we can take
- Who needs to be involved

📋 Risk Mitigation Planning

Schedule mitigation activities in your calendar NOW
High-risk renewals need executive engagement ASAP
Always be building redundant relationships
Regular check-ins catch small issues before they become big

With risks identified, plan your resource needs in Step 5.

Step 5

Resource & Support Planning

Resources

Determine what help you need to execute your plan successfully.

Prompt

Given my plan for [Account Name] this quarter, what resources and support do I need?

Consider:
1. **Sales Engineering**
   - Technical depth needed for evaluations
   - Demo or POC requirements
   - Solution design for complex use cases

2. **Customer Success**
   - Adoption challenges requiring CSM support
   - Training or enablement needs
   - QBR or health check scheduling

3. **Executive Engagement**
   - When do we need our executives involved?
   - What customer execs should they engage with?
   - What topics or forums make sense?

4. **Product/Engineering**
   - Feature gaps or customization needs
   - Product roadmap discussions
   - Integration or technical architecture reviews

5. **Marketing/Demand Gen**
   - Account-based marketing campaigns
   - Event sponsorships or speaking opportunities
   - Case studies or reference programs

Map each resource need to specific opportunities or objectives.

📋 Resource Coordination

Book key resources early - calendars fill up fast
Brief your support team thoroughly on account context
Assign clear DRIs (Directly Responsible Individuals) for each activity
Create a shared doc/plan so everyone is aligned

Finally, crystallize your goals and metrics in Step 6.

Step 6

Quarterly Goals & Metrics

Final Deliverable

Set clear, measurable goals for the quarter.

Prompt

Help me set clear quarterly goals for [Account Name]:

Based on our opportunities, risks, and resources, define:

1. **Revenue Goals**
   - New business target (new deals/expansions)
   - Renewal target (if applicable)
   - Total account value target

2. **Strategic Goals**
   - Key relationships to establish or deepen
   - New departments or use cases to penetrate
   - Competitive wins or displacements
   - Executive sponsorship milestones

3. **Activity Metrics**
   - Number of meetings with key stakeholders
   - QBRs or strategic reviews to conduct
   - Product evaluations or POCs to run
   - Proposals or presentations to deliver

4. **Success Milestones by Month**
   - Month 1 (early quarter): [key activities and outcomes]
   - Month 2 (mid-quarter): [key activities and outcomes]
   - Month 3 (quarter end): [key activities and outcomes]

Make goals specific, measurable, and achievable given our resources and the account's context.

✅ Your Quarterly Account Plan

You now have a complete quarterly plan including: performance review, change analysis, opportunity pipeline, risk assessment, resource plan, and clear goals. Share this with your manager and account team, and schedule monthly check-ins to track progress.

Next Step: Use Playbook 5: QBR Preparation when it's time to prepare your quarterly business review with the customer.

Playbook 3

Whitespace & Expansion Strategy

Systematically identify and prioritize expansion opportunities within your existing accounts. Build a 12-month roadmap for growth.

⏱ 12-15 minutes 📊 Deliverable: Expansion Roadmap 🎯 5 steps

Step 1

Current Footprint Mapping

Foundation

Start by documenting exactly where you are today - what they're using, which teams, and how deeply.

Prompt

Map our current footprint at [Account Name]:

Current deployment:
- Products/solutions in use: [list what they're using]
- Departments/teams using our solution: [list teams]
- Number of users/seats: [quantity]
- Primary use cases: [what they're doing with it]

Now, analyze [Account Name]'s complete organizational structure:
1. All major divisions and business units
2. Geographic locations/regions
3. Functional departments (Engineering, Product, Sales, Marketing, etc.)
4. Any subsidiaries or acquired companies
5. New initiatives or growth areas they've announced

Provide a comprehensive org map showing where we ARE and where we AREN'T.

📋 What to Look For

Identify "white space" - areas with no current presence
Note departments similar to ones where you're successful
Look for new divisions, acquired companies, or geographic expansions
Understand their full scope to see the expansion potential

Use this org map to identify product fit opportunities in Step 2.

Step 2

Product-Fit Analysis

Discovery

Evaluate which of your solutions would be relevant for each unexplored area.

Prompt

For each division/business unit at [Account Name] where we DON'T currently have presence, analyze which of our solutions would be relevant:

Our solution portfolio:
- [Solution A]: [brief description]
- [Solution B]: [brief description]
- [Solution C]: [brief description]

For each white space area identified in Step 1:
1. Which solutions would be relevant and why?
2. What specific use cases or pain points would each solution address?
3. How mature is this division/team (early stage vs. established)?
4. What's their likely tech stack and buying sophistication?
5. How similar is this to teams where we've already been successful?

Rank each opportunity by product-market fit strength.

📋 Product-Market Fit Indicators

Strong fit = similar to successful deployments elsewhere in the account
Look for teams with similar pain points, tech stacks, or workflows
Consider team maturity - early teams may need simpler solutions
Flag opportunities where multiple products could work together

Now prioritize these opportunities strategically in Step 3.

Step 3

Opportunity Prioritization

Strategy

Not all white space is equal. Prioritize based on strategic value and likelihood to close.

Prompt

Prioritize the expansion opportunities identified at [Account Name] using these criteria:

Score each opportunity (1-5) on:

1. **Strategic Value to Customer**
   - How critical is this to their business goals?
   - Does it align with executive priorities?
   - Would success here create more opportunities?

2. **Revenue Potential for Us**
   - Deal size potential
   - Expansion into larger organization unit
   - Potential for multi-product adoption

3. **Likelihood to Close (6 months)**
   - Do we have a champion or access?
   - Is there budget or urgent need?
   - How strong is product-market fit?
   - Competitive landscape favorability

4. **Strategic Risk If We Don't Act**
   - Could competitors enter this white space?
   - Would losing here hurt our position elsewhere?
   - Is time-sensitive window closing?

Provide a ranked list of top 5 opportunities with scores and rationale.

📋 Prioritization Framework

High strategic value + high revenue + high likelihood = Tier 1 opportunities
Don't ignore strategic plays even if revenue is smaller
Quick wins (high likelihood, medium value) build momentum
Competitive risk should accelerate priority

With priorities set, determine the right sequence in Step 4.

Step 4

Sequencing Strategy

Planning

Determine the optimal order to pursue opportunities, considering dependencies and momentum.

Prompt

For the top expansion opportunities at [Account Name], determine the optimal sequence:

Consider:
1. **Dependencies**
   - Does opportunity B require success in opportunity A first?
   - Are there technical or organizational prerequisites?
   - Does one opportunity create access or credibility for others?

2. **Resource Constraints**
   - Can we realistically pursue multiple simultaneously?
   - Do any require significant SE or implementation resources?
   - What's our capacity for new projects with this account?

3. **Customer Readiness**
   - Which teams are ready to move now vs. need nurturing?
   - What's their budget cycle and planning timeline?
   - Are there organizational changes that affect timing?

4. **Momentum Strategy**
   - Should we start with a quick win to build credibility?
   - Or go big with a strategic bet?
   - How do we sequence for maximum momentum?

Provide a recommended sequence: "First pursue X, then Y, then Z" with clear rationale.

📋 Sequencing Best Practices

Start with quick wins to build momentum and references
Use early success as proof points for bigger opportunities
Don't pursue too many simultaneously - focus creates success
Consider organizational dynamics - who influences whom?

Now build your 12-month expansion roadmap in Step 5.

Step 5

12-Month Expansion Roadmap

Final Deliverable

Create a quarter-by-quarter plan for expanding your footprint.

Prompt

Create a 12-month expansion roadmap for [Account Name]:

For each quarter, provide:

**Q1 (Current Quarter)**
- Primary target opportunity: [which one]
- Key activities: [discovery, demos, POC, etc.]
- Stakeholders to engage: [specific people/roles]
- Success metrics: [what defines progress]
- Resources needed: [SE, CSM, executives, etc.]

**Q2**
- Primary target opportunity: [which one]
- Key activities and milestones
- Stakeholders to engage
- Success metrics
- Resources needed

**Q3**
- [Same format]

**Q4**
- [Same format]

For each quarter, also include:
- Seeding activities for future quarters
- Relationship-building with key stakeholders
- Account health/retention activities
- Expected revenue impact

Create a visual timeline showing how opportunities progress through stages.

✅ Your Expansion Roadmap

You now have a complete 12-month expansion strategy showing: current footprint, white space analysis, prioritized opportunities, sequencing rationale, and quarter-by-quarter execution plan. Share this with your account team and manager for resource planning.

Next Step: Use Playbook 4: Stakeholder Mapping to identify key contacts in each white space opportunity.

Playbook 4

Complex Stakeholder Mapping

Build a comprehensive stakeholder map showing relationships, influence, and engagement strategy. Essential for complex enterprise deals.

⏱ 15-20 minutes 📊 Deliverable: Stakeholder Map & Engagement Plan 🎯 6 steps

Step 1

Organizational Structure Research

Foundation

Map the organizational hierarchy relevant to your deal or account.

Prompt

Research the organizational structure at [Account Name] relevant to [your solution/initiative]:

Map out:
1. **C-Suite relevant to our solution**
   - CEO and their priorities
   - Relevant C-level executives (CTO, CFO, COO, etc.)
   - Reporting relationships

2. **Senior Leadership**
   - VPs and SVPs in relevant departments
   - Who reports to whom
   - Span of control and responsibilities

3. **Key Departments/Functions**
   - Department heads for: [list relevant areas]
   - Team structure and size
   - Cross-functional relationships

4. **Recommended Contacts**
   - Specific individuals in each role (from public sources)
   - Their background and tenure
   - Any recent hires or promotions

Create an org chart showing hierarchy and relationships.

📋 What to Document

Draw the org chart visually or in text hierarchy
Note reporting relationships - who has authority over whom
Identify gaps where you don't know the structure
Save specific names and LinkedIn profiles for later research

Use this structure to identify key players in Step 2.

Step 2

Key Player Identification

Discovery

Identify the specific individuals who will influence the outcome.

Prompt

For [Account Name] and our [opportunity/deal], identify the key players:

1. **Economic Buyer** (who controls budget/final approval)
   - Name and title
   - Budget authority level
   - What drives their decisions
   - Current stance on our solution (if known)

2. **Champion(s)** (internal advocates for our solution)
   - Name and title
   - Why they want us to win
   - Their influence level
   - How strong is their conviction

3. **Technical Buyer(s)** (who evaluates the solution)
   - Names and titles
   - What they care about most
   - Technical criteria they'll use
   - Known preferences or biases

4. **End Users** (who will use the solution)
   - Key user groups
   - Their current pain points
   - Concerns about change

5. **Blocker(s)** (who might oppose or slow us)
   - Name and title
   - Why they might resist
   - Their influence level
   - How to mitigate their concerns

6. **Coach** (internal guide helping us win)
   - Do we have one?
   - How well positioned are they?
   - What intelligence can they provide?

For each person: recommend specific contacts at [Company Name] who fit these roles.

📋 Building Your Cast of Characters

One person can play multiple roles (e.g., Champion + Technical Buyer)
Identify your champion first - they're critical for intelligence
Don't ignore blockers - they can kill deals
Economic buyer may not be obvious - follow the budget authority

Now map how these people influence each other in Step 3.

Step 3

Influence Mapping

Strategy

Understand who influences whom and how decisions really get made.

Prompt

Map the influence dynamics between key stakeholders at [Account Name]:

For each key player identified:

1. **Who influences them?**
   - Whose opinion do they trust?
   - Who do they turn to for advice on this type of decision?
   - What external factors influence them (analyst reports, peers, etc.)?

2. **Who do they influence?**
   - Who seeks their approval or input?
   - What's their reputation internally?
   - Do they have a strong voice with the economic buyer?

3. **Relationship dynamics**
   - Which stakeholders are aligned with each other?
   - Are there any conflicts or tensions?
   - Who has worked together successfully before?

4. **Decision-making process**
   - Is this a consensus-driven culture or top-down?
   - What's the formal process for this type of purchase?
   - What's the informal reality of how decisions actually get made?

Create an influence map showing: High influence → Medium influence → Low influence
And arrows showing who influences whom.

📋 Understanding Power Dynamics

Formal authority ≠ actual influence (a VP may defer to a trusted director)
Look for "shadow" influencers - often technical leaders or long-tenured employees
If your champion has low influence, you need a new champion
Understand who has the economic buyer's ear

Assess where you stand with each stakeholder in Step 4.

Step 4

Relationship Status Assessment

Assessment

Honestly assess your current relationship strength with each stakeholder.

Prompt

Assess our relationship status with each key stakeholder at [Account Name]:

For each person identified, evaluate:

**Relationship Level:**
- 🔴 No relationship: Never met or minimal interaction
- 🟡 Weak relationship: Met once or twice, transactional
- 🟢 Strong relationship: Regular contact, trust established
- 💚 Champion: Actively advocating for us

**Current Stance:**
- ✅ Supporter: Wants us to win
- ➖ Neutral: No strong opinion either way
- ⛔ Skeptic: Has concerns or doubts
- 🚫 Blocker: Actively opposed

**Access Level:**
- Open: Easy to reach, responsive
- Gatekept: Hard to reach, goes through others
- Unknown: Haven't tried to connect

For each stakeholder, document:
- Current relationship score (Red/Yellow/Green)
- Current stance (Supporter/Neutral/Skeptic/Blocker)
- Access level
- Date of last meaningful interaction
- Quality of that interaction

Identify gaps and risks in our stakeholder coverage.

📋 Red Flags to Watch For

Economic buyer or high-influence stakeholder with weak/no relationship
Over-reliance on one champion (single-threaded risk)
Blockers with high influence and strong access to decision-makers
Key stakeholders you've never met or spoken with

Build your engagement strategy to address gaps in Step 5.

Step 5

Engagement Strategy Development

Planning

Create a plan to strengthen relationships and address gaps.

Prompt

Based on the stakeholder map and relationship gaps at [Account Name], create an engagement strategy:

For each HIGH PRIORITY stakeholder (high influence, weak relationship):

**Stakeholder: [Name, Title]**
1. **Engagement Goal**
   - What relationship level do we need? (Weak → Strong → Champion)
   - What do we need them to do or believe?

2. **Value Proposition**
   - What matters most to them personally?
   - How does our solution align with their goals?
   - What's the compelling message for THIS person?

3. **Access Strategy**
   - How do we get a meeting?
   - Who can introduce us or advocate for the meeting?
   - What's the right format (1:1, group demo, executive dinner)?

4. **Timing & Sequence**
   - When should we engage them (relative to other stakeholders)?
   - What needs to happen first?

5. **Resources Needed**
   - Do we need our executives involved?
   - SE support for technical discussions?
   - Customer references or case studies?

Prioritize stakeholders by: (1) Influence level, (2) Relationship gap, (3) Deal-blocking risk

📋 Engagement Best Practices

Use your champion to get warm introductions to key stakeholders
Match seniority - use your executives for their executives
Lead with their priorities, not your features
Create "safe" opportunities for skeptics to engage without commitment

Finally, create your multi-threading action plan in Step 6.

Step 6

Multi-Threading Action Plan

Final Deliverable

Build a concrete 30-60 day plan to execute your stakeholder strategy.

Prompt

Create a 30-60 day multi-threading action plan for [Account Name]:

**Week 1-2:**
- [ ] Stakeholder: [Name] - Action: [specific next step]
- [ ] Who's responsible: [AE/SE/Executive]
- [ ] Desired outcome: [meeting scheduled, info gathered, etc.]

- [ ] Stakeholder: [Name] - Action: [specific next step]
- [ ] Who's responsible:
- [ ] Desired outcome:

[Continue for 3-5 stakeholders]

**Week 3-4:**
[Same format - next wave of engagement]

**Week 5-6:**
[Same format - building on earlier interactions]

**Ongoing Activities:**
- Champion check-ins: [frequency]
- Stakeholder intel gathering: [from whom]
- Relationship maintenance: [with whom]

**Success Metrics:**
- Number of new stakeholders engaged: [target]
- Relationship upgrades: [who moves from Yellow to Green]
- Blocker concerns addressed: [specific issues]
- Multi-threading depth: [number of active relationships]

**Resources & Support Needed:**
- Executive time: [when and for whom]
- SE support: [technical discussions with whom]
- Marketing/events: [opportunities to include stakeholders]

✅ Your Stakeholder Map & Engagement Plan

You now have a complete stakeholder strategy including: org chart, key player identification, influence map, relationship assessment, engagement strategy, and 60-day action plan. This is your blueprint for building a multi-threaded, defensible position in the account.

Next Step: Use Playbook 5: QBR Preparation when it's time to engage executives with a business review.

Playbook 5

QBR Preparation & Execution

Build a compelling Quarterly Business Review that demonstrates value, strengthens relationships, and sets up expansion. The most important meeting you'll have with your customer.

⏱ 20-25 minutes 📊 Deliverable: QBR Deck Outline 🎯 7 steps

Step 1

Success Audit

Review

Document the value delivered and wins achieved this quarter.

Prompt

Audit the success achieved with [Account Name] this quarter:

Context:
- Our solution: [what they're using]
- Quarter reviewed: [Q#, Year]
- Initial goals/objectives: [what we set out to achieve]

Analyze and document:

1. **Measurable Outcomes**
   - Usage metrics: [adoption, active users, volume]
   - Performance improvements: [speed, efficiency, quality gains]
   - Cost savings or revenue impact: [quantify if possible]
   - Time savings: [hours reclaimed, faster processes]

2. **Business Impact**
   - Strategic initiatives enabled or accelerated
   - Problems solved or pain points addressed
   - Risks mitigated or compliance achieved

3. **Adoption Milestones**
   - New teams or use cases onboarded
   - Feature adoption growth
   - Integration completions

4. **Wins & Highlights**
   - Any "hero moments" or save-the-day situations
   - Positive feedback or testimonials
   - Unexpected value discovered

Quantify everything possible with specific numbers and percentages.

📋 What Makes Impact Compelling

Numbers matter - "40% faster" beats "much faster"
Connect metrics to business outcomes, not just features used
Include user quotes or testimonials for credibility
Show progress from last quarter - demonstrate momentum

Balance this success view with honest challenges in Step 2.

Step 2

Challenge Identification

Assessment

Acknowledge where things didn't go as planned - and what you're doing about it.

Prompt

Identify challenges and areas for improvement with [Account Name] this quarter:

1. **Adoption Gaps**
   - Where did adoption lag behind expectations?
   - Which teams or use cases struggled?
   - What barriers prevented full utilization?

2. **Performance or Quality Issues**
   - Any bugs, outages, or technical problems?
   - Features that underperformed expectations?
   - Integration or compatibility challenges?

3. **Process or Communication Breakdowns**
   - Where did handoffs or coordination fail?
   - Misaligned expectations?
   - Support or response time issues?

4. **Unrealized Goals**
   - What did we plan to achieve but didn't?
   - Why did we fall short?
   - What got deprioritized?

For each challenge:
- Be specific and honest
- Explain root causes
- **Most importantly: What we're doing to fix it**
- Timeline for resolution

Frame challenges as "opportunities for improvement" with clear action plans.

📋 Addressing Challenges Effectively

Don't hide problems - they already know about them
Owning issues builds credibility and trust
Always pair problem with solution/action plan
Show you're listening and taking feedback seriously

Put these wins and challenges in business context in Step 3.

Step 3

Business Context Analysis

Strategy

Connect your relationship to what's happening in their business.

Prompt

Analyze what's changed in [Account Name]'s business this quarter:

Research and document:

1. **Company Performance & Results**
   - Recent earnings or financial results
   - Growth trajectory and market performance
   - Any announced goals or targets

2. **Strategic Initiatives & Priorities**
   - New products or features launched
   - Market expansions or new segments
   - Strategic pivots or focus areas

3. **Organizational Changes**
   - Leadership changes or reorganizations
   - New hires in key positions
   - Team structure changes

4. **Market & Competitive Dynamics**
   - Industry trends affecting them
   - Competitive moves or pressures
   - Regulatory or compliance changes

5. **How Our Partnership Aligns**
   - Where did we support their strategic goals?
   - How did our solution enable their initiatives?
   - Where can we better align going forward?

The goal: Show you understand their business, not just your product in isolation.

📋 Making it Relevant

Reference their CEO's stated priorities or public statements
Connect your value to their strategic objectives
Show awareness of their competitive landscape
Demonstrate you're a strategic partner, not just a vendor

Now craft your compelling value narrative in Step 4.

Step 4

Value Story Creation

Narrative

Synthesize everything into a cohesive value narrative.

Prompt

Craft a compelling value story for [Account Name]'s QBR:

Synthesize Steps 1-3 into a narrative:

**Opening (The Context)**
"This quarter, [Company Name] focused on [their strategic priorities from Step 3]..."

**The Challenge**
"Your teams faced [specific challenges they were trying to solve]..."

**Our Partnership**
"Together, we [what you achieved from Step 1]..."

**The Impact**
"This enabled [business outcomes and value]..."
- Metric 1: [specific number and impact]
- Metric 2: [specific number and impact]
- Metric 3: [specific number and impact]

**Continuous Improvement**
"We also identified opportunities to deliver even more value [challenges from Step 2 and how you're addressing them]..."

**Looking Forward**
"As you focus on [next quarter's priorities], we're positioned to [how you'll support them]..."

Write this as a narrative flow, not bullet points. This is the story you'll tell in the QBR.
Make it about THEM and their success, with you as the enabler.

📋 Storytelling Best Practices

Start with their goals, not your features
Use their language and terminology
Make them the hero - you're the trusted guide
Balance data with human impact stories

Build on this momentum with future vision in Step 5.

Step 5

Future Vision & Roadmap

Forward-Looking

Paint a picture of what's possible in the next 6-12 months.

Prompt

Create a future vision for [Account Name]'s partnership with us:

Based on:
- Their strategic priorities and trajectory
- Our current success and adoption
- Capabilities we haven't yet deployed
- Industry best practices and benchmarks

Propose:

**Next Quarter (Q+1)**
1. **Optimization & Expansion**
   - Deepen adoption in current teams: [specific goals]
   - Expand to new teams/use cases: [which ones and why]
   - New features or capabilities to activate: [what unlocks more value]

2. **Expected Outcomes**
   - Metrics we'll target: [specific, measurable goals]
   - Business impact: [what this enables for them]

**6-12 Months (Future State)**
3. **Strategic Initiatives**
   - Major opportunities for expanded partnership
   - How our roadmap aligns with their needs
   - Transformational use cases or outcomes

4. **Vision of Success**
   - Paint picture: "Imagine if [transformational outcome]..."
   - Quantify the potential: [ambitious but realistic targets]
   - Position us as a strategic partner in their growth

Make this aspirational but credible - rooted in data from current success.

📋 Future Vision Guidelines

Build on proven success - extend what's working
Reference similar customers who've achieved this
Tie expansion to their stated business goals
Create excitement and FOMO (fear of missing out)

Distill everything into executive-level insights in Step 6.

Step 6

Executive Summary & Key Takeaways

Summary

Create the executive summary that opens (or ends) your QBR.

Prompt

Create an executive summary for [Account Name]'s QBR:

Distill everything into 5 key messages for C-level audience:

**1. Business Context** (1-2 sentences)
Brief summary of what they focused on this quarter and why it matters

**2. Partnership Impact** (1-2 sentences + 2-3 key metrics)
The value we delivered, quantified
- Key metric 1: [number]
- Key metric 2: [number]
- Key metric 3: [number]

**3. Key Win/Highlight** (1-2 sentences)
The most impressive or important success story

**4. Commitment to Excellence** (1-2 sentences)
How we're addressing challenges and improving

**5. What's Next** (1-2 sentences)
Exciting opportunities ahead and mutual commitments

**Total length: ~150 words maximum**

Make every word count. Use crisp, confident language. Lead with impact, not features.

Also create:
- A one-sentence "headline" that captures the quarter
- 3 supporting data points that prove the headline

📋 Executive Communication

Executives skim - make key points jump off the page
Lead with business outcomes, not technical details
Use their metrics and KPIs when possible
Create a quotable headline they can share upward

Finally, define clear next steps and commitments in Step 7.

Step 7

Next Steps & Mutual Commitments

Final Deliverable

End with clear, actionable commitments from both sides.

Prompt

Define next steps and commitments for [Account Name] post-QBR:

**OUR COMMITMENTS (What we'll deliver):**

1. **Immediate (Next 30 days)**
   - [ ] Action item with owner and deadline
   - [ ] Action item with owner and deadline
   - [ ] Action item with owner and deadline

2. **This Quarter (Next 90 days)**
   - [ ] Initiative with timeline
   - [ ] Initiative with timeline
   - [ ] Success metric to track

**CUSTOMER COMMITMENTS (What we need from them):**

3. **To Maximize Value**
   - [ ] What we need: [specific action]
   - [ ] Why it matters: [impact]
   - [ ] Proposed timeline: [when]

4. **To Enable Expansion**
   - [ ] Access to [team/stakeholder]
   - [ ] Participation in [POC/pilot/evaluation]
   - [ ] Decision/approval on [specific ask]

**JOINT SUCCESS METRICS**
- Metric we'll track together
- How we'll measure success
- Review cadence: [monthly check-ins, next QBR date]

**NEXT QBR: [Date]**
Preview agenda for next quarter's review

Make commitments specific, measurable, and owned. This slide/section should drive accountability.

✅ Your QBR Deck Outline

You now have a complete QBR outline including: success metrics, challenges with solutions, business context, value narrative, future vision, executive summary, and mutual commitments. Build your deck around this structure, adding visuals and specific data. This framework ensures your QBR demonstrates value, builds trust, and sets up expansion.

Next Step: Use Playbook 3: Whitespace & Expansion to plan specific expansion opportunities to present in your QBR.

Playbook 6

Competitive Displacement Strategy

Build a systematic strategy to displace an incumbent competitor. Identify weaknesses, create urgency, and position for the win.

⏱ 12-15 minutes 📊 Deliverable: Displacement Playbook 🎯 5 steps

Step 1

Incumbent Analysis

Research

Understand what they're using today and why they chose it.

Prompt

Analyze [Competitor Name]'s position at [Account Name]:

Research:
1. **Current Deployment**
   - What solution from [Competitor] are they using?
   - How long have they been a customer?
   - Scope of deployment (teams, users, use cases)
   - Contract details if known (length, renewal date)

2. **Why They Chose Them**
   - What problem were they solving when they bought?
   - What were the key decision criteria?
   - Who championed this solution originally?
   - What alternatives did they evaluate?

3. **Incumbent Strengths**
   - What does [Competitor] do well for them?
   - Where is the customer satisfied?
   - What features or capabilities are they dependent on?
   - Switching costs (technical, organizational, financial)

4. **Relationship Strength**
   - How embedded is [Competitor] in the organization?
   - Do they have executive relationships?
   - Recent engagement level (QBRs, support, innovation)

Understand what you're up against before planning displacement.

📋 Intel Gathering

Talk to users to understand real satisfaction vs. stated satisfaction
Long-term relationships are harder to displace - need stronger case
Recent implementations have more switching cost inertia
Identify who will defend the incumbent - they're your opposition

Now identify the cracks in their satisfaction in Step 2.

Step 2

Pain Point & Gap Identification

Discovery

Find where the incumbent is failing or inadequate.

Prompt

Identify gaps and pain points with [Competitor Name] at [Account Name]:

Analyze:
1. **Known Limitations of [Competitor]**
   - What are this vendor's general product weaknesses?
   - What do they not do well compared to alternatives?
   - Where have other customers complained?

2. **Evolution of Customer Needs**
   - How have [Account Name]'s needs changed since they bought?
   - New requirements that didn't exist when they chose [Competitor]?
   - Strategic shifts that create new demands?

3. **Specific Pain Points**
   - What frustrations have users expressed?
   - Where are workarounds or manual processes needed?
   - Features or capabilities they wish they had?
   - Performance, reliability, or support issues?

4. **Strategic Gaps**
   - Does [Competitor] support their future roadmap?
   - Modern capabilities they lack (AI, mobile, integrations, etc.)?
   - Scalability or architecture limitations?

For each pain point:
- Who feels this pain most acutely?
- What's the business impact?
- Is there a workaround or are they stuck?

📋 Finding the Wedge

The best wedge is a pain they're actively feeling, not theoretical
Look for frustrations with power users - they influence decisions
Strategic misalignment is stronger than feature gaps
Recent pain points are fresh wounds - more motivation to act

Build your differentiation story in Step 3.

Step 3

Differentiation & Value Proposition

Positioning

Craft your competitive positioning and win themes.

Prompt

Build competitive differentiation for [Account Name] against [Competitor Name]:

Create win themes:

**1. Primary Differentiation**
What is THE one thing we do dramatically better that matters to them?
- The capability difference
- Why it matters for their specific situation
- Proof points (customer examples, benchmarks)

**2. Secondary Differentiators** (2-3 additional points)
- Point 2: [What we offer that they don't]
  - Why it matters
  - Evidence
- Point 3: [Another advantage]
  - Why it matters
  - Evidence

**3. Address Their Concerns**
What will they worry about in switching?
- Concern: [e.g., "disruption to operations"]
  - Our answer: [how we mitigate this]
- Concern: [e.g., "migration complexity"]
  - Our answer: [how we make it easy]

**4. Vision & Future**
Where are WE going that [Competitor] isn't?
- Our roadmap advantages
- Strategic alignment with their future needs
- Investment in innovation

**5. The "Why Now?" Message**
- Why waiting costs them more
- What they're leaving on the table with [Competitor]
- Momentum or timing factors creating urgency

📋 Competitive Messaging

Lead with their pain, not your features - stay customer-centric
Don't bash the competitor - elevate yourself instead
Use proof from similar customers who switched successfully
Make comparison about future vision, not just current state

Identify the right timing and triggers in Step 4.

Step 4

Timing & Trigger Analysis

Strategy

Determine when and how to strike for maximum impact.

Prompt

Analyze timing and triggers for displacement at [Account Name]:

**1. Contract Renewal Windows**
- When does their contract with [Competitor] renew?
- How long is the renewal evaluation cycle typically?
- When should we start the conversation to be ready?

**2. Business Triggers**
- Are there upcoming initiatives where current solution will struggle?
- Regulatory or compliance changes forcing reevaluation?
- Organizational changes (new leadership, restructuring)?
- M&A activity creating integration needs?

**3. Competitive Vulnerabilities**
- Is [Competitor] experiencing issues (outages, bad press, leadership changes)?
- Are they raising prices or changing terms?
- Feature gaps becoming more painful?
- Support or relationship problems escalating?

**4. Internal Champions & Change Agents**
- Who internally is dissatisfied enough to drive change?
- Are there new stakeholders who weren't part of original decision?
- Is there a "hero" opportunity for someone to champion improvement?

**5. Optimal Entry Strategy**
- Should we position for:
  - Full replacement (rip and replace)?
  - Coexistence/complementary deployment?
  - Gradual migration starting with one team/use case?
  
**Recommended Timing:**
When should we make our move and why?

📋 Timing Considerations

Start 6-9 months before renewal - evaluation takes time
Strike when pain is fresh and acute - recent incidents create urgency
New leadership brings openness to change - window doesn't last long
Pilot/POC approach reduces risk and builds proof points

Create your complete displacement action plan in Step 5.

Step 5

Displacement Action Plan

Final Deliverable

Build your tactical plan to win against the incumbent.

Prompt

Create a displacement action plan for [Account Name] vs. [Competitor Name]:

**Phase 1: Establish Beachhead (Month 1-2)**
- [ ] Identify and engage champion/coach
  - Target: [specific person or role]
  - Approach: [how to connect]
- [ ] Discovery conversations with dissatisfied users
  - Who: [specific teams/people]
  - Focus: [their pain points]
- [ ] Build business case
  - Quantify: [cost of status quo]
  - Demonstrate: [value of switching]

**Phase 2: Build Coalition (Month 2-3)**
- [ ] Multi-thread to key stakeholders
  - Economic buyer: [name/approach]
  - Technical evaluator: [name/approach]
  - Executive sponsor: [name/approach]
- [ ] Proposal: Pilot or POC
  - Scope: [specific use case to prove]
  - Success metrics: [how we prove superiority]
  - Timeline: [duration]

**Phase 3: Prove & Expand (Month 3-4)**
- [ ] Execute pilot/POC
- [ ] Document wins and user feedback
- [ ] Create internal champions through success
- [ ] Build momentum for broader evaluation

**Phase 4: Close (Month 4-6)**
- [ ] Formal evaluation or RFP
- [ ] Executive business case and ROI
- [ ] Address incumbent's counter-moves
- [ ] Negotiate and close contract

**Key Success Factors:**
- Champion strength and position
- Proof point from pilot/POC
- Executive sponsorship secured
- Clear migration path defined
- Switching costs minimized

**Competitive Defense Plan:**
What will [Competitor] do when threatened? How do we counter?

✅ Your Competitive Displacement Playbook

You now have a complete strategy to displace the incumbent including: competitor analysis, pain point identification, differentiation story, timing strategy, and phased action plan. This playbook gives you a roadmap to win a competitive displacement deal.

Next Step: Use Playbook 4: Stakeholder Mapping to build relationships with key decision-makers who can drive the change.

Playbook 7

At-Risk Account Recovery

Diagnose risk factors, understand root causes, and create a win-back plan. Save accounts before they churn.

⏱ 15-20 minutes 📊 Deliverable: Recovery Action Plan 🎯 6 steps

Step 1

Risk Diagnosis

Assessment

Identify and assess the risk signals.

Prompt

Diagnose risk factors for [Account Name]:

**Red Flags Observed:**
[List specific warning signs: reduced engagement, complaints, non-renewal threats, competitive activity, champion departure, etc.]

Assess severity across dimensions:

1. **Usage & Engagement Risk**
   - Declining usage metrics
   - Feature adoption dropping
   - Login frequency decreasing
   - Support tickets increasing

2. **Relationship Risk**
   - Stakeholder turnover or dissatisfaction
   - Reduced responsiveness
   - Canceled meetings or pushback
   - Executive relationships weakening

3. **Value Realization Risk**
   - Not achieving promised outcomes
   - ROI unclear or negative
   - Strategic misalignment
   - Competitive alternatives being explored

4. **Financial Risk**
   - Budget cuts or scrutiny
   - Pricing concerns
   - Contract renewal approaching
   - Payment delays

Rate each dimension: 🔴 High Risk | 🟡 Medium Risk | 🟢 Low Risk
Overall churn risk: [High/Medium/Low] with [X months] until potential loss

📋 Risk Assessment

Multiple red flags = higher urgency for intervention
Executive-level dissatisfaction is highest risk
Declining usage often precedes cancellation by 3-6 months
Competitor engagement is a critical signal

Investigate root causes in Step 2.

Step 2

Root Cause Analysis

Discovery

Get to the real reasons behind the risk.

Prompt

Analyze root causes of risk at [Account Name]:

For each risk factor identified, dig deeper:

**"5 Whys" Analysis:**
1. Risk: [e.g., "reduced usage"]
   - Why? [first level cause]
   - Why? [deeper cause]
   - Why? [deeper still]
   - Why? [approaching root]
   - Why? [root cause]

Categorize root causes:

**Product/Solution Issues**
- Missing features or capabilities
- Performance or reliability problems
- Integration challenges
- Usability or complexity issues

**Implementation/Onboarding Issues**
- Poor setup or configuration
- Inadequate training
- Change management failures
- Insufficient support during rollout

**Relationship/Communication Issues**
- Misaligned expectations
- Poor responsiveness or support
- Lack of strategic partnership
- Champion departure without replacement

**External Factors**
- Their business changes (priorities, budget, strategy)
- Competitive pressure or better alternatives
- Organizational changes
- Economic pressures

**Our Execution Failures**
- Overpromised capabilities
- Failed to deliver on commitments
- Inadequate account management
- Missed warning signs earlier

Be brutally honest about what WE could have done differently.

📋 Getting to Truth

Talk directly to users and stakeholders - don't assume
Surface issues involve multiple root causes
Own your mistakes - customers respect accountability
Distinguish fixable vs. unfixable issues

Assess stakeholder sentiment in Step 3.

Step 3

Stakeholder Sentiment Assessment

Relationships

Map where you stand with each key person.

Prompt

Assess stakeholder sentiment at [Account Name]:

For each key stakeholder:

**[Stakeholder Name, Title]**
- Current stance: ✅ Still supportive | ➖ Neutral/uncertain | ⛔ Dissatisfied | 🚫 Actively pushing to leave
- Their specific concerns: [what they're unhappy about]
- Influence level: High | Medium | Low
- Recoverability: Can we win them back?

**Decision-Makers:**
- Economic Buyer: [stance and concerns]
- Executive Sponsor: [stance and concerns]

**Influencers:**
- Champion(s): [Do we still have one? How strong?]
- Power Users: [sentiment and influence]
- Technical Lead: [stance and concerns]

**Key Questions:**
- Who has given up on us completely?
- Who is still reachable and persuadable?
- Who do we need to win back to save this account?
- Is there an internal advocate left who can help us?

Identify your recovery coalition vs. opposition.

📋 Relationship Triage

Focus recovery effort on persuadables, not lost causes
If you've lost your champion, finding a new one is priority #1
Economic buyer sentiment is make-or-break
Power users can be rebuilt as champions if you address their concerns

Develop recovery options in Step 4.

Step 4

Recovery Options Development

Strategy

Generate potential paths to recover the account.

Prompt

Develop recovery options for [Account Name]:

Generate 3-4 potential recovery strategies:

**Option 1: [Name of Approach]**
- Core strategy: [what we'd do]
- Addresses root causes: [which ones]
- Timeline to show improvement: [realistic timeframe]
- Resources required: [what we need]
- Likelihood of success: High/Medium/Low
- Risks: [what could go wrong]

**Option 2: [Alternative Approach]**
[Same structure]

**Option 3: [Another Path]**
[Same structure]

Consider different approaches:
- **Full Reset**: New team, fresh start, executive sponsorship
- **Remediation Plan**: Fix specific issues, prove improvement, rebuild trust
- **Scope Reduction**: Scale back to successful areas, rebuild from there
- **Strategic Pivot**: Reposition value prop, find new use case or champion
- **Executive Intervention**: Bring in our executives to salvage relationship
- **Concessions**: Pricing adjustments, extended support, product customization

For each option:
- What's required from us?
- What's required from them?
- What's the "win" look like?
- What's plan B if this doesn't work?

📋 Recovery Strategy Selection

Match strategy to root cause - don't treat symptoms
Consider what resources you can realistically commit
Balance short-term wins with long-term fix
Some accounts aren't recoverable - know when to let go

Build your detailed action plan in Step 5.

Step 5

30-60-90 Day Action Plan

Planning

Create a tactical recovery roadmap.

Prompt

Create 30-60-90 day recovery plan for [Account Name]:

**First 30 Days: Stabilize & Reset**
Week 1:
- [ ] Acknowledge issues in candid conversation with key stakeholders
- [ ] Deep discovery: understand full scope of dissatisfaction
- [ ] Assemble internal recovery team (AE, SE, CSM, Executive)

Week 2-3:
- [ ] Present recovery plan to customer leadership
- [ ] Quick wins: Address 1-2 immediate pain points
- [ ] Establish new communication cadence

Week 4:
- [ ] First progress checkpoint
- [ ] Demonstrate early improvements
- [ ] Rebuild trust through delivery

**Days 31-60: Rebuild & Prove**
- [ ] Execute on remediation commitments
- [ ] Regular progress updates to stakeholders
- [ ] Start rebuilding champion relationships
- [ ] Show measurable improvement in problem areas
- [ ] Re-engage power users with targeted support

**Days 61-90: Strengthen & Expand**
- [ ] Document success and improvements
- [ ] Strategic review meeting with executives
- [ ] Propose renewed partnership terms
- [ ] Identify expansion opportunities (if appropriate)
- [ ] Establish ongoing account health monitoring

**Success Metrics:**
- Stakeholder sentiment: [target improvement]
- Usage metrics: [target recovery]
- Support tickets: [target reduction]
- Renewal confidence: [where we need to get]

📋 Recovery Execution

First 30 days are critical - move fast and deliver
Over-communicate progress - silence breeds doubt
Involve executives early - shows seriousness
Track and report metrics transparently

Prepare your win-back strategy in Step 6.

Step 6

Win-Back Strategy & Commitments

Final Deliverable

Secure renewed commitment from the customer.

Prompt

Create win-back proposal for [Account Name]:

**Our Commitment Package:**

1. **Immediate Actions** (what we'll fix now)
   - Issue 1: [How we're resolving it]
   - Issue 2: [How we're resolving it]
   - Timeline: [specific dates]

2. **Enhanced Support** (what we'll provide)
   - Dedicated resources: [CSM, SE, etc.]
   - Response times: [SLA commitments]
   - Regular check-ins: [frequency]
   - Executive sponsor: [who from our company]

3. **Product/Service Improvements**
   - Feature additions: [what we're building]
   - Performance enhancements: [specific improvements]
   - Customizations: [if appropriate]
   - Timeline: [realistic delivery dates]

4. **Commercial Terms** (if appropriate)
   - Pricing adjustments: [if applicable]
   - Extended trial period: [to prove value]
   - Credits or refunds: [if warranted]
   - Flexible terms: [payment, contract length]

**What We Need from You:**

5. **Customer Commitments**
   - Engagement: [meetings, feedback, participation]
   - Fair evaluation period: [give us time to prove]
   - Champion: [identify internal advocate]
   - Metrics: [agree on how success is measured]

**The Ask:**
Renew for [term] with these commitments in place.
Or: Give us [timeframe] to prove we've turned this around.

**Mutual Success Metrics:**
How we'll know we've recovered and are delivering value again.

✅ Your Account Recovery Plan

You now have a complete at-risk recovery strategy including: risk diagnosis, root cause analysis, stakeholder assessment, recovery options, 90-day action plan, and win-back proposal. Execute with urgency - at-risk accounts require immediate, sustained action.

Prevention: Use Playbook 5: QBR Preparation regularly to catch issues before they become crises.

Strategic Planning Best Practices

✓ DO

Complete Workflows in Order

Each step builds on the previous one. Skipping steps leads to incomplete analysis and weak plans.

Save Outputs as You Go

Copy key insights from each step into a working document. This becomes your account plan artifact.

Validate with Real Data

Use Unrival.AI outputs as hypotheses, then validate through conversations and additional research.

Share Plans with Your Team

Get input from SEs, CSMs, and managers. Diverse perspectives strengthen your strategy.

Review and Update Regularly

Strategic plans are living documents. Update them as you learn more about the account.

✗ DON'T

Don't Skip the Guidance

The instructions between steps are critical. They tell you what to look for and how to use outputs.

Don't Treat Outputs as Facts

AI analysis is directional, not definitive. Always verify assumptions before taking action.

Don't Plan in Isolation

Strategic planning without customer input leads to misalignment. Use these workflows to prepare, but validate with stakeholders.

Don't Set Unrealistic Goals

Be ambitious but realistic. Consider account maturity, budget cycles, and your available resources.

Don't Forget to Execute

A great plan without execution is worthless. Schedule activities, assign owners, and track progress.

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