System 02 · Data
Results Tracking
Results Tracking is the dashboard and the weekly routine that turn a client list into a picture of who is winning, who is drifting and why. Every client has a health score built from attendance, actions completed and responsiveness. Drop-off is flagged before the client goes quiet. The client success rate, the share of clients who reach the program's stated result, is reported every week.
client success rate, from unmeasured to measured and moving
What we build
The parts.
- A definition of the result: what a client must have achieved, by when, for the program to count as delivered.
- The dashboard: one row per client, health score, last touch, next milestone, owner, and an at-risk flag.
- Data capture that does not depend on the client clicking a button: call attendance, assignment submission, replies, community activity.
- The weekly review: a 45-minute meeting with a fixed agenda, ending with a named owner for every at-risk client.
- Reporting to the founder: client success rate, retention, at-risk count and resell pipeline, one page, every Monday.
What moves
The numbers.
- Client success rate, which went from unmeasured to above 20% at Acquisition Ace and above 50% at Video Business Academy.
- Churn caught early. Clients drift for weeks before they cancel; the flag fires in the first week of drift.
- Renewal timing, because the dashboard shows the milestone at which a resell offer lands.
Procedure
SOP excerpt: Weekly cohort review
One of the procedures in this system, as written for a client's team. Every SOP has a trigger, an owner and numbered steps.
Once a week at a fixed time, dashboard exported the night before.
Head of client success; client success managers attend.
- Read the client success rate and retention for the week against last week. Name the delta.
- Walk the at-risk list, newest first. Each client gets an owner and one action with a date.
- Walk the milestone list: clients who reached a resell milestone this week are handed to the renewal conversation SOP.
- Log one process change for the week. One, not five.
Platforms this system is usually built in. The routine matters more than the software.
Questions
Asked about this system.
No. The first version of the dashboard is usually built in the tools you already pay for, such as Airtable, Notion or GoHighLevel, connected to your community platform. The routine matters more than the software.
You do. The dashboard lives in your accounts, and every procedure around it is documented in your SOP library.
