Guiding Principles
- Protect customer data and privacy throughout the revenue cycle.
- Maintain consistent positioning, pricing, and contract governance.
- Align marketing, sales, and success teams on a unified engagement model.
Policy Requirements
Demand Generation
- Only approved messaging and design assets may be used in public campaigns.
- Marketing-qualified leads are assigned within one business day through HubSpot workflows.
- Third-party events require legal review before contracts are signed.
Sales Engagement
- Discovery calls must follow the MaisonRMI discovery framework documented in Guru.
- Pricing deviations beyond ±10% require VP Commercial approval.
- All proposals and contracts are generated through PandaDoc templates.
Customer Success
- Success plans must be created within 14 days of onboarding.
- Expansion opportunities are logged in the CRM with a clear owner and forecast category.
- Customer health scoring is recalculated weekly; red accounts trigger an escalation playbook.
Linked SOPs
Compliance & Auditing
| Area | Control | Evidence |
|---|---|---|
| CRM Hygiene | All deals have next steps | Weekly CRM audit export |
| Pricing | Approvals captured in Slack #deal-desk | Deal desk archive |
| Data | GDPR consent stored in HubSpot | Consent log report |
Contacts
- Policy Owner: VP Commercial (vpcommercial@maisonrmi.com)
- Revenue Ops: revops@maisonrmi.com
- Escalations: commercial-escalations@maisonrmi.com
Review Cadence
Reviewed quarterly in alignment with the revenue planning cycle. Major changes communicated via the commercial town hall.