Checklist
Confirmatory customer calls checklist
Nine rules for deal teams running customer calls after the LOI
A nine-point checklist for deal teams running customer calls after the LOI is signed. It covers how to cap management-nominated customers, draw an independent list, add customers who left, size the sample and report results by list. It comes from the Three-List Method in Koji's confirmatory customer calls playbook, and Koji can run the interviews and keep each answer tied to its list.
Where this appears
What's in this checklist
- Cap management-nominated customers at one third of calls
- Draw a second list yourself by segment, tenure and size
- Add customers who churned or downgraded in 24 months
- Cover at least 60% of ARR across the three lists
- Frame it as independent research and keep the deal out
- Ask about events, not satisfaction scores
- Send personal links with a 3 to 5 day window
- Tag every finding with the list it came from
- Report List A next to Lists B and C, never blended
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/confirmatory-customer-calls-checklist"><img src="https://www.koji.so/visuals/confirmatory-customer-calls-checklist/confirmatory-customer-calls-checklist.png" alt="Checklist for confirmatory customer calls in due diligence covering three lists, sample size, framing and how to report results." width="1080" height="1080" /></a>
<p>Source: <a href="https://www.koji.so/visuals/confirmatory-customer-calls-checklist">Confirmatory customer calls checklist</a>, Koji</p>
