Companion to Kit 2 artifacts. Demonstrates: launch-cadence planning, KPI dashboard thinking, iterate-loop design (Exact "measure and optimize," Ricoh "track engagement + early behavior signals," FareHarbor "data-driven stories of impact").
T-12d T-7d T-3d T-0 LAUNCH T+7 T+30
│ │ │ │ │ │
Needs memo KB bundle Tour rehear- ALL assets live KPI snapshot Full review
approved in Support sal with 3 simultaneously: + item-level → iterate
& assets macro library pilot CSAs release notes link, search-miss weak gates
finalized seeded + partner support macros, analytics or celebrate
beta group partner portal reviewed| Audience | T-0 action | Success signal day-30 |
|---|---|---|
| Support | KB + flow widget embedded as top macro card | RG tickets ≤15% volume, falling; median handle-time on RG tags ≤ baseline |
| Sales CSAs | In-app tour assigned; demo spot-audit rubric shared | ≥90% pass audits; quotes-armed rate from CSA-sent quotes ≥85% |
| Partners | Portal article pinned + tour linked in onboarding email | ≥40% reseller orgs arm ≥1 quote in month one |
Adoption: % active accounts with ≥1 armed quote · % CSAs completed tour · partner org activation
Quality: RG ticket share + trend · zero-result KB searches/week (gap radar) · spot-audit scores
Business: protected-quote volume, settlements honored count (finance co-owned metric)
Weekly: search-miss log + ticket tag frequency → monthly KB version bump (KB v1.x) → quarterly item-review of tour tips based on where demos stumble.
Baseline comparison window = the 30 days pre-launch. Attribution is directional, not experimental (no holdout control group — commercial team declined); noted transparently so future rollouts can design cleaner tests.
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