Closed from the PowerPoint migration · read-only ·
Locked metrics
Renewal Coverage OK%
Leading · weekly25% of top-segment renewals (45–75 day window) with valid OK.
100%
On target
NRR
Lagging · monthly(starting MRR + expansion − contraction − churn) ÷ starting MRR × 100%.
97,1%
Off target
Logo Churn %
Lagging · monthly% of paying members lost in the month (cancellations ÷ total members at start of month × 100).
3,9% (26 churns)
Off target
Monthly objectives (max 3)
Prove
Proactively insights of data and upgrade potentials
Done means: Change pipeline up to date + 25% top segment members <24 hr reaction.
Achieved
Scale
CSM handbook
Done means: Handbook is completely done with all the things CSM does + HOW to use, for Marente.
Achieved
Create
The next set
In July 2026:
- Upgrade Utrecht members to plus plans & new pricing
- Optimize ticket system: automation & notifications
- New HubSpot Products & first Automated Onboarding
A way of working for introductions, similar to personal viewings
Unblocker
A way of working for introductions, similar to personal viewingsAchievedHow the framework works — Prove, Scale, Create in plain language
Prove
The car goes from A to B 🚗 — this goal directly moves your KPIs this month.
Scale
Upgrade the road to a highway 🛣️ — makes hitting your KPIs easier in the future.
Create · optional
A great restaurant along the route 🍝 — extra value for members. Optional.
Leading indicator
The number you directly influence — your own steering wheel. If it moves, it's because of what your team did.
Lagging indicator
The result that follows later, often depending on other departments. You can't push it directly — your leading work pushes it for you.
The tsunami rule: when your leading and lagging KPIs are both behind, do more Prove and stop Scale. You don't renovate the kitchen when a tsunami is coming. 🌊
#lekkerschaalbaarCSM — The arrival · stop 1 of 9 — ← → to move, Esc to exit
CSM — The arrival
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