When to use it
Use when usage is below the purchased scope or when a planned rollout stalls.
Work the questions in order
- Compare original purchase assumptions with the customer’s current needs.
- Separate active value, delayed scope, and scope that is no longer relevant.
- Agree on an adoption action or a commercial conversation based on the actual gap.
Your working notes
Use these prompts in your own document, or print this page and write in the spaces.
Original intent
What outcome, team, or deployment was the purchase intended to support?
Current use and value
Who uses the product now, and what do they get from it?
Unrealized scope
What has not been deployed or adopted?
Reason for the gap
Is this a learning need, technical dependency, timing issue, funding decision, or changed priority?
Customer-confirmed next step
What action is relevant now? Who on the customer side owns it?
Commercial coordination
Does the scope need review with the authorized commercial owner?
Review evidence
What observation would tell both sides the plan is working?
See a fictional worked example
Fictional example: one business unit is using the product, but a second rollout was postponed. The team confirms whether that second rollout is still funded before assigning a generic adoption campaign.