← Every exhibit
The decision guide, completed
Schmitz's keep-or-disrupt guide with the two columns no source funds: selection and exposure. Four questions your own systems can answer; the exposure cell is honestly unpriced.
| Column | The question | Where the answer lives |
|---|---|---|
| Continuity (Shi) | If this tie broke tomorrow, does a replacement with a similar book exist in-house, or does the account go to a new hire? | Your CRM: industry mix per rep's book |
| Revitalization (Schmitz) | Has this customer's complex-purchase share plateaued while the breadth of purchased lines still grows? That pairing is Schmitz's measured favorable case: his tenure check found no old-versus-young difference, and he excluded ordering variability as countervailing | Order history: complex-product share and count of distinct product lines, per quarter |
| Selection (Kim) | Does any salesperson choose which customers enter, and does any screen see what the closer sees? In Kim's bank, approval on observables did not close the channel. Does the closer's pay carry a stake in what the customer does after signing? | Your approval workflow and comp plan: both documents you hold |
| Exposure (unpriced) | What share of the customer interface does this rep personally hold? And what would actually follow them out? | Interface share: calendar and CRM contacts, one afternoon. The second question: measured once, across twenty-nine defections. Palmatier's two-item buyer survey is the only purpose-built instrument in print: you could field it |
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Reference & Evidence
Source: Author's assembly of Shi, Sridhar, Grewal & Lilien (2017); Schmitz, Friess, Alavi & Habel (2020); Kim, Sudhir, Uetake & Canales (2019); Palmatier, Scheer & Steenkamp (2007). Each row's conditions are in the text. Moderators travel as questions, never as coefficients; not a finding of any single source.