As Acme moves from selling equipment to running outcomes for our customers, what is the one change that would most help us serve them better and grow faster?

Give every enterprise customer one accountable owner and one shared view of their equipment, contracts and open issues, so no customer has to repeat their story to three different Acme teams.

Every enterprise customer has one accountable owner and one shared view of their account by the end of Q2.

Owner: Marcus Bell, SVP Customer Success

Next step: Name owners for the 120 largest accounts

Due October 28, 2026

Cut the time from a customer's first request to a signed quote from 18 days to 5, by pre-approving standard pricing and contract terms for deals under $250,000.

Standard deals under $250,000 are quoted in five days or less by the end of Q3.

Owner: Elena Ruiz, VP Commercial Finance

Next step: Agree the definition of a standard deal with Sales and Legal

Due October 21, 2026

Sell uptime, not equipment: price service contracts on guaranteed availability, and fund the sensors and spare parts we need to deliver it.

Next step: Choose six pilot customers and design the availability guarantee

Due November 21, 2026

Let field service engineers order common spare parts and approve small goodwill credits on site, up to a set limit, without waiting for a manager.

Why: Finance and Legal are rewriting approval limits as part of the quote project. We will revisit this in Q2, once the new limits are in place.

Build one customer data platform so Sales, Service and Finance work from the same account numbers, product history and open invoices.

Why: Already funded in the 2027 technology roadmap. The Customer 360 team will work with the account owner project so the effort is not duplicated.