Review achieved outcomes, adjacent problems, stakeholder requests, usage patterns, and business changes. Do not infer intent from activity alone.
Prepare a question
Give the account owner context and one discovery question. Avoid a recommendation before the customer's situation is understood.
Record the decision
Mark explore, monitor, not relevant, or escalated with a reason and next date.
Start with the customer's outcome
Usage can reflect success, confusion, or temporary work. Pair signals with milestones, support, stakeholder changes, and the original goal. Activity alone does not establish buying intent. Prepare one neutral discovery question.
Keep the review disciplined
Record signal, source, confidence, context, decision, owner, and date. “Explore” means a real action is assigned; “monitor” names a watch condition. The account owner controls the relationship. Run an expansion opportunity review on a small set of healthy accounts and state the customer outcome that would justify outreach. Compare product usage, stated goals, renewal timing, and relationship context rather than treating a high activity count as intent.
Have the account owner approve the evidence and next conversation before any outreach. Record a no-action decision when the fit is uncertain, then set a dated signal to revisit instead of forcing an opportunity into the pipeline.
