Phase 4 — Customers · Module 14

Customer Triage Worksheet

Categorising and deciding on your client base

How to use this worksheet: print one copy for each GLT member. Complete live during the session. Do not overthink. Transfer outputs into your Roadmap after the session.

1. Customer Segmentation (20/60/20)

List your key clients and assign each to a group. Use your honest judgement.

Top 20 per cent — high value, aligned, scalable

Middle 60 per cent — mixed value, review required

Bottom 20 per cent — low value, high effort, commercial risk

Do not over-analyse the boundaries. The structure is the output.

2. Up-or-Out Decisions

Select three to five clients from outside the top tier to act on immediately. For each, decide whether to move them up, maintain, or exit.

Repeat for additional clients as needed.

3. Client Satisfaction Score (CSS)

First agree the criteria you will use, then apply them to your key clients. Score each criterion from 1 to 5.

CSS Criteria We Have Agreed To Use

Criterion 1

Criterion 2

Criterion 3

Criterion 4

Criterion 5

4. Ideal Customer Profile (ICP)

Define your best-fit client based on patterns in your actual top 20 per cent.

Client type — sector, size, stage

Characteristics we consistently see

Problems they bring to us

How they buy — buying behaviour and process

What makes the relationship work — alignment factors

How they behave as clients — relationship behaviours

Anti-ICP — red flags, who we should not pursue

5. Key Decisions From This Session

Capture the commitments coming out of this triage. Transfer these into your Roadmap.

Clients we will invest in growing

Clients we will exit — with owners and timelines

Pipeline prospects that do not match our ICP

Positioning and content changes to attract more ICP clients

Immediate priority 1

Immediate priority 2

Immediate priority 3

Key Principle

If you cannot name your top 20 per cent and your bottom 20 per cent quickly, you do not yet know your client base well enough.

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Customer Triage Worksheet

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