One cadence for all customers leaks revenue both ways: harasses your best customers, lets your worst stretch you.
Tier by lifetime value
- Mark customers as Strategic (top 20% by LTV), Core (next 60%), or Tail.
- Strategic: human-only outreach, no automation. AM is notified at stage 1 instead of automated email.
- Core: standard cadence.
- Tail: tighter thresholds, voice triggers at day 14 instead of day 22.
Override by invoice size
An $80k invoice from a Tail customer behaves like a Strategic case. Set a dollar threshold in playbook settings to flip the cadence on big balances regardless of tier.