Chapters · 7 of 9
- 01 · One Business, Four Kinds of Records
- 02 · Define Leads and Contacts
- 03 · Build the Person Lifecycle
- 04 · Define Opportunity Stages
- 05 · Build the Account Lifecycle
- 06 · Assign Owners and Handoffs
- 07 · Define Important Fields and Sources
- 08 · Resolve Conflicts and Open Questions
- 09 · Capstone: Publish the Business Truth Map
12 min · Interactive exercise
Chapter 7 of 90 complete
Define Important Fields and Sources
Repair a misleading report by choosing the field—and the business event—that answers its question.
Scene 1 · A customer falls off the listScene 1 of 4
Same customer. Two different signals.
Imagine you look after the CRM reports in our business. Acme is approaching renewal—the point when it decides whether to keep buying your service. Your team keeps a list of customers whose usage and support problems need attention before then.
Acme keeps appearing on that list and then disappearing. Nobody has fixed its problems. The report is switching between two fields that measure different things.
Relationship assessmentHealthy · the customer success manager’s judgment
Calculated renewal riskHigh risk · a warning from usage and support signals
What you will learn to do
Start with the question a report needs to answer. Then choose a field that actually measures it. You will repair Acme’s reports and see why choosing the most recently updated value can give a misleading answer.
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Chapter 7 of 90 complete