Method
From messy switch events to a decision-ready readout
This page describes how we run Account & Plan Switch Audits and related engagements. Use it to brief stakeholders before a scope call.
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Settle definitions
We write down what counts as an account type, a plan, a switch, a migration, and a cancellation that began as a plan change. If two people disagree on a sample of twenty journeys, we do not proceed to deep analysis yet.
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Pull evidence against the billing calendar
Events are lined up with renewal dates and plan catalogue versions. We separate near-renewal switches from mid-cycle moves so billing-driven behaviour does not drown product-driven behaviour.
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Map paths and rank drivers
Upgrade, downgrade, lateral, and account-type paths get their own maps. Drivers are ranked with evidence notes — for example invoice rewrite noise, seat unused, or invite blocked by unpaid personal invoices.
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Readout and owned next steps
A half-day session lands a short intervention list with effort and risk notes. Named owners leave with a memo they can bring to the next roadmap meeting.