Customer outcome review

Close an opportunity only after an independent reviewer checks acceptance or loss evidence for its current revision.

Step by step

Prepare outcome evidence Relationship Owner

Relationship Owner gathers the activity and supporting files that explain the proposed customer outcome. Confirm the opportunity's current revision, organization and owner before asking for a decision.
- Assemble acceptance or loss evidence
- Updates Opportunities, Relationship activities, Record attachments
Decide on the outcome Sales Manager

Sales Manager independently checks the exact revision and the acceptance or loss evidence. Record the decision and its reason so another person can understand why closure was authorized.
- Authorize exact revision
- Updates Review decisions, Opportunities
ApprovalA person approves before the work moves on.
Record the result Relationship Owner

Relationship Owner executes the eligible reviewed action. Mark the opportunity Won with its won date or Lost with its loss reason. Preserve the earlier expected value and relationship activity history.
- Record Won or Lost outcome
- Updates Opportunities, Operation receipts
Verify the closure Sales Manager

Sales Manager checks the action receipt against the local result. Auditor can then follow the closed opportunity back to the decision and the evidence reviewed.
- Compare result and authority
- Updates Operation receipts, Opportunities, Review decisions

And how to keep it from happening.

Referral approval mistaken for acceptance. An approved follow-up authorizes that work. The Sales Manager still needs evidence for the customer outcome on the opportunity.
Forecast overwritten by result. Preserve expected value when closing the relationship so later analysis can compare the original expectation with the recorded outcome.
Lost context. A loss reason should explain the commercial result. Keep the earlier interactions available so the team can learn from the decision.

Start free, then use Proto to change fields, steps and approvals before your team goes live.