Deliver a Customer Business Review

{"category":"sales","description":"Use when a CS or consulting owner must prepare and conduct a periodic business review focused on outcomes, value delivered, risks, and upcoming priorities. This includes evidence collection and customer discussion, not automatic commercial upselling. Do not use for a routine status meeting that has no outcome review.","inputSchema":{"additionalProperties":false,"properties":{"account":{"description":"Customer account identifier.","minLength":1,"type":"string"},"audience":{"description":"Stakeholder audience: operational, executive or mixed.","type":"string"},"reviewPeriod":{"description":"Time period for the business review.","minLength":1,"type":"string"},"successPlanRefs":{"description":"Prior goals, adoption metrics, baseline, outcome documentation and past reviews.","items":{"type":"string"},"type":"array"}},"required":["account","reviewPeriod"],"type":"object"},"schemaVersion":1,"steps":[{"expectedOutputs":[{"description":"Goal-versus-baseline matrix, evidence sources, previous commitments.","kind":"outcome-baseline"}],"id":"S5D5","instructions":"Collect the latest success plan, business objectives, implementation scope, last review's commitments and applicable product or operational baselines. Define the customer's metric, the unit, observation period, target and provenance. Distinguish originally committed outcomes from evolving wishes or proxy measures. Review open issues and decision history to identify commitments that materially affect trust. If no baseline exists, say so and present a plan to establish one. Gate: the review is anchored in what the customer sought to achieve, not product activity alone.","resourceHints":[{"kind":"skill","ref":"github:anthropics/knowledge-work-plugins","selector":"sales/skills/customer-health"}],"title":"Reconstruct promised outcomes and baseline"},{"expectedOutputs":[{"description":"Outcome scorecard, adoption insights and material caveats.","kind":"value-analysis"}],"id":"DHR8","instructions":"Gather actual usage, workflow outcomes, service quality and support data from authorized sources. Compare with target and prior period only when units and populations match. Separate correlation from causal claims about the product's impact. Quantify attributable savings or revenue only with documented assumptions; avoid inventing ROI. Identify adoption gaps, underused segments, unresolved blockers and positive surprises. Gate: every highlighted metric carries a timeframe, source and caveat, and no unsupported improvement is reported as fact.","resourceHints":[],"title":"Analyze results, adoption and constraints"},{"expectedOutputs":[{"description":"Audience-specific narrative, agenda and concrete decision requests.","kind":"review-storyline"}],"id":"D52T","instructions":"Develop a short narrative: what the customer attempted, what changed, what value is proven, what remains constrained, and what options exist next. Separate executive choices from operational updates. Prepare specific asks for the sponsor, user owner or technical lead, along with evidence and trade-offs. Avoid turning the meeting into a feature tour or sales pitch. Gate: each major slide or section exists to support an outcome conclusion or customer decision.","resourceHints":[],"title":"Choose the decisions worth the customer's time"},{"expectedOutputs":[{"description":"Decision notes, customer-confirmed outcomes and open questions.","kind":"review-findings"}],"id":"P18Z","instructions":"Present the facts and uncertainties candidly; invite disagreement on baselines, attribution and realized value. Confirm whether customer priorities have shifted and which outcomes matter next. Capture decisions, changed targets, explicit objections and unresolved questions from actual meeting evidence. Do not infer approval from a polite conversation. Gate: the customer's assessment and priorities are represented fairly, including negative signals.","resourceHints":[],"title":"Conduct the review and record the customer's judgment"},{"expectedOutputs":[{"description":"Review summary and updated success objectives with approval status.","kind":"business-review"}],"id":"4KQ3","instructions":"Reflect only agreed priorities in a concise next-period success plan with objective, leading measures, relevant baseline, responsible roles and review cadence. Distinguish approved customer commitments from drafts. Share the report or edit systems only under appropriate permissions. Close when the review has yielded a clear, evidence-grounded appraisal and next-period priorities, not because a decorative deck was produced. Gate: the final review is defensible and usable at the next checkpoint.","resourceHints":[],"title":"Set the next measurable success focus"}],"title":"Deliver a Customer Business Review"}