Four weeks of standardised, weekly outcome tracking across every active account — built to make the book visible before accounts leave it, not after.
In July we lost 8 accounts and net churn hit 8.51% — the highest of the year. The part that should change how we respond: the exits came out of the green base. Green fell from 74 to 65 against 9 offboardings. Red and amber barely moved.
We were not losing accounts we were already worried about. We were losing accounts that looked healthy — because "healthy" only ever meant "no signal reached us." Working the red list harder would not have caught any of them. By the time an account reaches escalation the decision is usually made: cancellation requests saved 0 of 3 in July.
So the sprint grades every account weekly, not just the ones already flagged. That is the whole bet.
Not one number. The sprint works if all four move, and they run on different clocks.
Share of accounts where every signal artifact actually exists. The precondition — a good churn number on partial coverage is luck.
Preventable churns — performance, onboarding, expectation, or remediation-driven. The goal, and the lagging indicator.
Tier movement across the book, with every account that moved up named individually. A red that goes yellow is the sprint working.
~500+ graded outcome rows a week. Enough volume to be meaningful over four weeks, unlike churn counts.
Over four weeks the churn count is too small to prove much on its own. Outcomes health is the leading indicator — if delivery improves, it shows there first, weeks before churn could move. Outcomes health rising with churn flat is a sprint that is working and has not cashed out yet. That is a real result, and it is worth being able to say so precisely.
No new reports. The grading lives on a new tab in the EA Role Scorecard the client already has. SODs and EODs continue unchanged — they answer what are you working on; this answers what did you deliver.
Every account tiered red / yellow / green against a shared definition. Account Briefs updated where something moved.
Marks each standing outcome on track, at risk, off track or paused, with one line of context. Files a short note to their AM.
Async by default. A live conversation is triggered by an off-track outcome, a divergence, red tier, or the EA asking — roughly 4–6 of 20 accounts.
The client grades the same outcomes in their own words. Where the two disagree is the signal — and it is what the AM works next week.
About 10 minutes per EA per week and two hours per AM across a full book of 17–22 accounts. AM capacity was already flagged as at its limit in the July EOM, so the design deliberately adds a tab rather than a report, and keeps most of the weekly loop asynchronous.
Seven artifacts. Templates are standardised; judgment is left to the AM.
What the end-of-sprint report measures against.
| Measure | July 2026 |
|---|---|
| Active clients | 86 at month end · 81 as of Aug 4 |
| Offboarded | 8 terminated (1 buyout) |
| Net churn rate | 8.51% — highest of 2026 |
| Escalations | 11 total · 4 saved · 4 churned · 3 pending |
| Save rate (closed escalations) | 50% |
| Health distribution | Red 5 Amber 12 Green 65 |
| AM workload | Wela 24 · Bits 22 · Mel 20 · Chaddy 17 · Cesar 3 |
Are those four measures the ones you would want to see at the end of this — or would you judge it differently?
Anything you would add or cut before I roll this out to the AMs the week of the 18th?
Previewed with Chaddy. Mel next. Bits and Wela are out this week and will roll out to their EAs a week behind.