SOP-REV-renewal-expansion-review-v1.0¶
1. Purpose¶
Define how eco|monetize™ identifies, pursues, and closes renewal and expansion opportunities with existing customers. At pre-first-deal stage, this SOP establishes the framework. The first operational instance fires at Day 60 post-Assessment™ delivery.
Current stage note: This SOP is structurally complete but operationally dormant until the first Assessment™ is delivered. The trigger dates below are relative to Assessment delivery.
2. Review Cadence¶
| Checkpoint | Timing | Owner | Purpose |
|---|---|---|---|
| Day 30 check-in | 30 days post-delivery | customer.success | Findings adoption, satisfaction signal, open questions |
| Day 60 expansion review | 60 days post-delivery | customer.success + CRO | Renewal/expansion assessment — is there a next conversation? |
| Quarterly touchpoint | Every 90 days thereafter | customer.success | Relationship maintenance, new signal capture |
3. Day 30 Check-In¶
customer.success initiates a brief check-in with the customer: - Format: Email or call (customer's preference) - Agenda: How are the Assessment™ findings being applied? What's working? What questions remain? - Outcome logged: customer.success updates the customer's Monday.com item with a 3-bullet summary - Flag to CRO if: the customer expresses dissatisfaction, new ecosystem revenue challenges emerge, or expansion opportunity is obvious
4. Day 60 Expansion Review¶
customer.success and CRO jointly assess whether an expansion opportunity exists:
Expansion Signal Criteria¶
| Signal | Weight |
|---|---|
| Customer referenced specific follow-on work during delivery | Strong |
| Assessment™ findings revealed multiple problem areas beyond initial scope | Strong |
| Customer introduced eco | monetize™ to a peer or colleague |
| Customer expressed satisfaction AND has a larger ecosystem motion | Medium |
| Timing mismatch at Day 60 — "check back in Q3" | Low (log for Q3) |
| Customer gone quiet — no response to Day 30 check-in | Flag for review |
Decision at Day 60¶
| Outcome | Action |
|---|---|
| Expansion opportunity identified | CRO creates new opportunity in Prospects board with stage = Qualified conversation; treats as standard pipeline per SOP-REV-opportunity-inspection-v1.0 |
| Renewal opportunity | If the Assessment™ was a one-time engagement and customer wants to run another: new SOW, new pipeline item, new price ($2,500 per engagement unless CEO approves otherwise) |
| No opportunity now | Log review, schedule 90-day touchpoint, close the review cycle |
| Referral identified | CRO treats referral as new lead per SOP-REV-lead-qualification-v1.0 |
5. Win/Loss Data Feed¶
Every completed renewal/expansion review feeds into SOP-REV-win-loss-data-exchange-v0:
customer.success files a 3-bullet post-delivery signal note to sales.ops covering: - What the customer said was most valuable about the Assessment™ - What they said was missing or disappointing - Whether they would pay for another engagement (and what kind)
This data directly informs ICP refinement and offer evolution.
6. Quarterly Touchpoints¶
For customers who did not expand at Day 60: - customer.success maintains light quarterly contact (email only, no pressure) - Logs any new signal in the customer's record - Re-initiates Day 60 expansion review logic if a new signal emerges - After 4 quarters without expansion signal, customer moves to "dormant" status — touchpoints continue annually
Change Log¶
| Version | Date | Change |
|---|---|---|
| v1.0 | 2026-04-21 | Initial draft — sop.manager. Operationally dormant until first Assessment™ delivered. |
Owner: customer.success Executive sponsor: cro Drafted by: sop.manager Status: Draft — pending CRO review + approval Version: v1.0