The organisation perspective is an assessment of how well you are organised with your customer and is assessed through how recently you have met with your customer to either have an operational review, business review, or both.
Operational Reviews
An operational review will primarily be a discussion about usage, support cases, and any other issues relating to the use of your solution. In short, the discussion is about the operational use of your product.
Business Reviews
A business review will be a discussion about the value the customer is receiving, updates relating to theirs (or your) business including staff changes that might impact your business relationship. Business meetings might also be about contract terms, conditions, and pricing. A business review will usually be attended by an Executive Sponsor or an Economic Buyer.
Assessment of RAG Status
Red
- If there has been no completed or planned operational review for 90 days and the solution was onboarded at least 90 days ago.
- Or there has been no completed or planned business review for a year and the solution was onboarded at least one year ago.
Amber
- If there has been no completed or planned operational review for over 60 days and the solution was onboarded at least 60 days ago.
- Or there has been no completed or planned business review for a half year and the solution was onboarded at least a half year ago.
Green
- If there has been a completed or planned operational review in the last 60 days and the solution was onboarded at least 60 days ago.
- And there has been a completed or planned business review within the last 6 months and the solution was onboarded at least 6 months ago.