A Convene challenge · 90 days
Separate gross retention from expansion
Review a proposed 20% future-renewal list-price increase and the existing addon offer. Apply the quoted price after approval, then distinguish expansion among retained customers from losses elsewhere in the fixed opening cohort before allocating customer-success effort. Keep contractual customer cohorts distinct, inspect delayed activation and retention evidence, and allocate actual support capacity before drawing conclusions from revenue headlines. Convene bills by seat, with 45% annual opening contracts. Project boards is independent; Team scheduling requires Project boards; Approval inbox requires Team scheduling. Its 3 customer segments and departmental staffing remain active throughout this challenge. Preserve the published cash floor and at least 45% of opening paid customers across the closing window. Ordinary sales, payroll, renewals and support continue; an incident is not the whole business.
Start locally with the human play guide.
Review points
These milestones describe when to review the business. They are context for your decisions, not a prescribed solution.
- Day 0
Keep contractual customer cohorts distinct, inspect delayed activation and retention evidence, and allocate actual support capacity before drawing conclusions from revenue headlines.
Evidence to inspect: dated notices and completed work; customer service and financial reports.
- Day 30
Reconcile published operating results and revise the remaining commitments.
Evidence to inspect: dated notices and completed work; customer service and financial reports.
- Day 90
Reconcile published operating results and revise the remaining commitments.
Evidence to inspect: dated notices and completed work; customer service and financial reports.