Customer Triage & ICP
A decision session, not a discussion session. Review the customer base, make clear commercial decisions, and define who the business should scale with. 90 to 120 minutes. Be commercially honest, prioritise decisions over debate, and do not defer difficult calls.
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Step 1 — Review customer segmentation
The 20/60/20 model. Top 20% are high value, aligned and scalable. The middle 60% are mixed. The bottom 20% are low value and high effort. Sense-check the segmentation you did from the video, adjust where needed, and align as a GLT. Low-quality customers behave like C-players in your customer base.
| Customer | Revenue | Segment |
|---|
Step 2 — Up-or-Out decisions
For every customer outside the top group, decide: Up means improve the relationship through pricing, scope or behaviour. Maintain means keep under review. Out means exit or phase out. Every decision needs an owner and a date.
| Customer | Decision | Next step | Owner | By when |
|---|
Step 3 — Client Satisfaction Score
Agree three to five criteria, no more, then score your key customers. CSS should give visibility on client health, surface risks early, and align the team on account quality.
The five criteria to choose from: Outcomes, are you delivering value? Ease, how easy is the relationship? Engagement, responsiveness and involvement. Commercial, margin and scope clarity. Growth, potential to retain or expand.
| Customer | Score | High risk or growth account? |
|---|
Step 4 — Ideal Customer Profile
Built from your top 20% and your highest CSS accounts. Identify the patterns across your best customers rather than describing who you wish you had.
