{"slug":"strategy/business-strategy/CUSTOMER_ZERO_DAILY_OPERATING_MANUAL","title":"Customer Zero Daily Operating Manual","section":"strategy","sectionLabel":"Strategy","status":"unclassified","type":"document","path":"strategy/business-strategy/CUSTOMER_ZERO_DAILY_OPERATING_MANUAL.mdx","bytes":15585,"description":null,"updated":null,"source":"integratewise/Integratewise-docs-wiki","content":"\nStatus: DRAFT\nScope: Operational rhythm for IntegrateWise running IntegrateWise — not UI screens, but what happens, when, with which entities, Twin behavior, capabilities, governance, and memory promotion.\nCanonical Owner: IntegrateWise Platform\nLast Verified: 2026-07-20\n\n---\n\n## 1. Purpose\n\nThis document describes **how the company operates**.\n\n`Customer Zero Constitution` defines departments, roles, objectives, workflows, KPIs, approvals, and execution plans.\n\n`Adaptive Workbench Constitution` defines what each screen contains.\n\nThis document defines the **daily operational rhythm** that ties them together.\n\n---\n\n## 2. How to read this document\n\nEach event follows this structure:\n\n```text\nTIME: HH:MM\nEvent: Name\nDuration: X min\nDepartments: ...\nAttendees: ...\nViews opened: ...\nEntities involved: ...\nTwin observations: ...\nDecisions expected: ...\nCapabilities executed: ...\nGovernance required: ...\nMemory promoted: ...\n```\n\nAbbreviations:\n\n- **Twin**: IntegrateWise cognitive runtime\n- **Cap**: canonical capability contract\n- **Spine**: canonical runtime substrate\n- **OODA**: Observe → Orient → Decide → Act\n- **Memory**: promoted continuity record in Spine\n\n---\n\n## 3. Daily rhythm\n\n### 08:00 — Founder Brief\n\n- **Event**: Founder Brief\n- **Duration**: 15 min\n- **Departments**: Founder\n- **Attendees**: Founder only\n- **Views opened**: Founder's Cockpit, Intelligence Center\n- **Entities involved**: account, opportunity, campaign, incident, invoice, employee, project\n- **Twin observations**:\n  - Overnight health changes\n  - Renewal/watchlist changes\n  - Incident/severe ticket escalations\n  - Campaign performance deltas\n  - Cash/burn movement\n  - Hiring pipeline update\n  - Board/legal/compliance deadlines\n- **Decisions expected**:\n  - Which accounts need immediate executive attention\n  - Which risks require resource reallocation\n  - Which campaigns need budget or messaging change\n- **Capabilities executed**:\n  - `dashboard.view`\n  - `report.generate`\n  - `alert.configure`\n- **Governance required**: none for read-only brief\n- **Memory promoted**: founder daily brief record, prioritized decisions log\n\n### 09:00 — Engineering Standup\n\n- **Event**: Engineering Standup\n- **Duration**: 30 min\n- **Departments**: Engineering\n- **Attendees**: Engineering Lead, QA, Engineering Manager\n- **Views opened**: Dashboard, Sprints, Incidents, Deployments\n- **Entities involved**: sprint, task, bug, incident, deployment\n- **Twin observations**:\n  - Sprint burndown and blockers\n  - Overnight incident activity\n  - Deployment health and rollback risk\n  - Bug severity trends\n  - PR review backlog\n- **Decisions expected**:\n  - Blocker resolution assignment\n  - Hotfix approval\n  - Sprint scope adjustment\n- **Capabilities executed**:\n  - `sprint.view`\n  - `issue.create`\n  - `deployment.view`\n  - `task.create`\n  - `message.send`\n- **Governance required**: medium/high-risk mutations require Engineering Manager approval\n- **Memory promoted**: standup summary, blocker register, sprint commitment delta\n\n### 10:00 — Customer Health Review\n\n- **Event**: Customer Health Review\n- **Duration**: 45 min\n- **Departments**: Customer Success\n- **Attendees**: CSM Lead, CSMs, CS Manager\n- **Views opened**: CSM Dashboard, Accounts, Renewals, Risk Matrix\n- **Entities involved**: account, renewal, risk, engagement, task\n- **Twin observations**:\n  - Health drops and engagement gaps\n  - Renewal window accounts\n  - At-risk account clustering\n  - Open ticket severity and aging\n  - Expansion signals\n- **Decisions expected**:\n  - At-risk account intervention plan\n  - Renewal sequencing and QBR scheduling\n  - Escalation to founder/Sales where ARR warrants\n  - Next-best-action assignment per account\n- **Capabilities executed**:\n  - `account.view`, `account.update`\n  - `renewal.view`, `renewal.update`\n  - `risk.create`, `risk.update`\n  - `meeting.schedule`\n  - `task.create`\n  - `message.send`\n- **Governance required**: account updates and renewal changes require CS Manager approval\n- **Memory promoted**: customer health summary, renewal watchlist, risk register update\n\n### 11:00 — Revenue Review\n\n- **Event**: Revenue Review\n- **Duration**: 30 min\n- **Departments**: Sales, Finance, RevOps\n- **Attendees**: Sales Manager, RevOps Analyst, Finance Manager\n- **Views opened**: Sales Pipeline, Deals, Revenue Waterfall, Finance Dashboard\n- **Entities involved**: opportunity, deal, forecast, invoice, payment\n- **Twin observations**:\n  - Forecast vs quota gap\n  - Stale deals and stage slippage\n  - Collections and invoice aging\n  - Budget variance explanations\n  - Coverage risk by segment\n- **Decisions expected**:\n  - Forecast adjustment and rationale\n  - Deal coaching priorities\n  - Pricing or exception approval if needed\n  - Collection action priority\n- **Capabilities executed**:\n  - `opportunity.view`, `opportunity.update`\n  - `forecast.view`, `forecast.update`\n  - `invoice.view`\n  - `payment.record`\n  - `report.generate`\n  - `message.send`\n- **Governance required**: forecast update and quota adjustment require VP/Sales Director approval\n- **Memory promoted**: revenue narrative, forecast assumption log, deal risk register\n\n### 13:00 — Marketing Campaign Review\n\n- **Event**: Marketing Campaign Review\n- **Duration**: 30 min\n- **Departments**: Marketing\n- **Attendees**: Marketing Manager, Campaign Ops\n- **Views opened**: Marketing Dashboard, Campaigns, Attribution, Ads, Forms\n- **Entities involved**: campaign, lead, attribution, form, ad, content\n- **Twin observations**:\n  - Campaign performance vs target\n  - MQL quality trends\n  - Cost per lead and paid ROI\n  - Content/audience fatigue signals\n  - Hot lead alerts for Sales\n- **Decisions expected**:\n  - Campaign pause/resume/budget reallocation\n  - Audience or messaging adjustment\n  - A/B test launch decision\n  - Content calendar priority\n- **Capabilities executed**:\n  - `campaign.view`, `campaign.update`\n  - `lead.view`, `lead.assign`\n  - `email.draft`, `email.send`\n  - `report.generate`\n  - `message.send`\n- **Governance required**: campaign launch and budget increase require Marketing Manager approval\n- **Memory promoted**: campaign decision log, budget reallocation rationale, lead routing changes\n\n### 15:00 — Product Planning\n\n- **Event**: Product Planning\n- **Duration**: 45 min\n- **Departments**: Product, Engineering\n- **Attendees**: Product Manager, Engineering Lead, QA Lead\n- **Views opened**: Product Roadmap, Sprints, Customer Feedback, Bugs, Releases\n- **Entities involved**: feature, epic, sprint, story, bug, feedback, release\n- **Twin observations**:\n  - Feedback theme clusters\n  - Blocker and dependency mapping\n  - Sprint capacity vs commitment\n  - Critical bug trajectory\n  - Competitive feature gaps\n- **Decisions expected**:\n  - Sprint scope adjustment\n  - Bug triage and assignment\n  - Feature prioritization\n  - Release readiness gate\n- **Capabilities executed**:\n  - `feature.view`, `feature.prioritize`\n  - `bug.view`, `bug.triage`, `bug.assign`\n  - `sprint.view`, `sprint.update`\n  - `release.view`, `release.schedule`\n  - `feedback.cluster`\n  - `prd.draft`\n  - `meeting.schedule`\n- **Governance required**: release promotion and scope changes require Engineering Manager + Product Manager approval\n- **Memory promoted**: product decision log, sprint scope delta, release readiness notes\n\n### 17:00 — Operational Summary\n\n- **Event**: Operational Summary\n- **Duration**: 20 min\n- **Departments**: Founder, BizOps\n- **Attendees**: Founder, COO or BizOps Analyst\n- **Views opened**: Founder's Cockpit, COO Dashboard, Executive Dashboards\n- **Entities involved**: workflow, incident, ops_metric, initiative, forecast, account\n- **Twin observations**:\n  - Cross-functional bottlenecks\n  - Workflow failure clusters\n  - Ops metric deviations\n  - Forecast accuracy and variance\n  - Initiative progress and blockers\n- **Decisions expected**:\n  - Resource reallocation\n  - Process or policy changes\n  - Weekly priorities for next day\n  - Escalation items for Founder Brief\n- **Capabilities executed**:\n  - `workflow.view`, `workflow.update`\n  - `metric.configure`\n  - `alert.configure`\n  - `report.generate`\n  - `message.send`\n- **Governance required**: process and budget changes require Founder approval\n- **Memory promoted**: operational summary, daily priority list, exception log\n\n### 19:00 — Executive Digest\n\n- **Event**: Executive Digest\n- **Duration**: 10 min\n- **Departments**: Founder, Customer Success, Sales, Marketing, Finance, Engineering, Product, Operations\n- **Attendees**: Founder, department heads as applicable\n- **Views opened**: Intelligence Center, Executive Dashboards, Finance Dashboard\n- **Entities involved**: account, opportunity, campaign, invoice, incident, project, employee\n- **Twin observations**:\n  - Portfolio, pipeline, product, customer, cash, risk, hiring, roadmap, and strategy signals\n  - Cross-department pattern anomalies\n  - Board/investor narrative gaps\n  - Upcoming deadlines and compliance windows\n- **Decisions expected**:\n  - High-level priority confirmation\n  - Required approvals carried over to next day\n  - Narrative alignment for external communications\n- **Capabilities executed**:\n  - `dashboard.view`\n  - `report.generate`\n  - `forecast.view`\n  - `message.send`\n  - `meeting.schedule`\n- **Governance required**: strategic decisions and external communications require Founder approval\n- **Memory promoted**: executive decisions log, board narrative, risk register, priority carry-over\n\n---\n\n## 4. Recurring cadences\n\n| Cadence   | Event                     | Primary Departments    | Deliverable                         |\n| --------- | ------------------------- | ---------------------- | ----------------------------------- |\n| Daily     | Founder Brief             | Founder                | prioritized decisions log           |\n| Daily     | Engineering Standup       | Engineering            | blocker register                    |\n| Daily     | Customer Health Review    | Customer Success       | renewal watchlist                   |\n| Daily     | Revenue Review            | Sales, Finance, RevOps | forecast assumption log             |\n| Daily     | Marketing Campaign Review | Marketing              | campaign decision log               |\n| Daily     | Product Planning          | Product, Engineering   | sprint scope delta                  |\n| Daily     | Operational Summary       | Founder, BizOps        | daily priority list                 |\n| Daily     | Executive Digest          | Founder, All           | executive decisions log             |\n| Weekly    | Sales Pipeline Review     | Sales, RevOps          | forecast and deal risk              |\n| Weekly    | Support Quality Review    | Support, CS            | CSAT and escalation trends          |\n| Weekly    | Finance Close Review      | Finance                | P&L and burn review                 |\n| Weekly    | Hiring Review             | HR, Founder            | hiring pipeline update              |\n| Weekly    | Security/IT Review        | IT                     | incident and patch review           |\n| Biweekly  | Board/Investor Update     | Founder, Finance       | board materials                     |\n| Monthly   | OKR Review                | All                    | OKR progress and adjustments        |\n| Monthly   | Budget Review             | Finance, Founder       | budget reforecast                   |\n| Quarterly | Contract + Renewal Review | CS, Sales, Legal       | renewal pipeline and legal pipeline |\n| Quarterly | Strategy Review           | Founder, Product       | roadmap and strategy alignment      |\n\n---\n\n## 5. Example execution: Renewal approval for Acme Corp\n\n**Trigger**: Renewal in 23 days, health 62, last exec engagement 45 days ago.\n\n**Workflow**:\n\n1. Twin observes renewal window + engagement gap + support tickets\n2. CSM opens Accounts/Renewals view\n3. Twin proposes recovery plan with evidence chain\n4. CSM escalates to Manager approval\n5. Manager approves renewal + exec check-in\n6. Capabilities execute: `account.update`, `meeting.schedule`, `message.send`, `task.create`\n7. Timeline and notifications side effects commit to Spine\n8. Projection refresh shows updated status\n\n**Views**: Accounts, Renewals, Risk Matrix\n**Entities**: account, renewal, risk, task, engagement\n**Twin**: observe → orient → decide → act\n**Approval**: CS Manager\n**Memory**: renewal outcome, engagement cadence change, risk mitigation notes\n\n---\n\n## 6. Example execution: LinkedIn campaign launch\n\n**Trigger**: MQL drop in India SaaS segment; LinkedIn historically outperforms Google Ads 3x for this audience.\n\n**Workflow**:\n\n1. Twin observes MQL drop + historical channel performance\n2. Marketing Manager opens Marketing Dashboard/Campaigns\n3. Twin proposes LinkedIn campaign with audience, budget, and expected MQLs\n4. Marketing Manager approves launch\n5. Capabilities execute: `campaign.create`, `ad.adjust`, `form.create`, `workflow.create`, `message.send`\n6. Sales notified of hot leads\n7. Projection refresh shows new campaign status\n\n**Views**: Marketing Dashboard, Campaigns, Attribution\n**Entities**: campaign, lead, attribution, form, ad, workflow\n**Twin**: observe → orient → decide → act\n**Approval**: Marketing Manager\n**Memory**: campaign launch record, ROI expectation, lead routing rule\n\n---\n\n## 7. Governance rules by event\n\n| Event                  | Auto-Approve                      | Requires Approval                          | Risk   |\n| ---------------------- | --------------------------------- | ------------------------------------------ | ------ |\n| Founder Brief          | read-only                         | none                                       | Low    |\n| Engineering Standup    | task.create, message.send         | sprint update, hotfix                      | Medium |\n| Customer Health Review | task.create, message.send         | account.update, renewal.draft, risk.create | High   |\n| Revenue Review         | report.generate, message.send     | forecast.update, quota.adjust              | High   |\n| Campaign Review        | report.generate, pause/resume     | campaign launch, budget change             | Medium |\n| Product Planning       | feedback.cluster, report.generate | feature.create, release.schedule           | Medium |\n| Operational Summary    | report.generate, alert.configure  | workflow.update, process.update            | Medium |\n| Executive Digest       | report.generate, dashboard.view   | strategic decisions                        | High   |\n\n---\n\n## 8. Memory promotion rules\n\nAfter every event, promote continuity to Spine:\n\n1. Event summary with attendees and duration\n2. Decisions made and owners\n3. Actions created and assignees\n4. Capabilities executed and adapters used\n5. Approval chain and tokens\n6. Outcome status and sync status\n7. Follow-up required and due date\n\nMemory promotion is mandatory for:\n\n- high-risk executed plans\n- cross-department decisions\n- founder/executive approvals\n- external sends to customers, vendors, regulators\n\n---\n\n## 9. Relationship to other constitutions\n\n- **Customer Zero Constitution**: what IntegrateWise is as an organization\n- **Adaptive Workbench Constitution**: what each screen shows\n- **Canonical Entity Constitution**: entity shapes and state machines\n- **Capability Constitution**: business-intent contracts\n- **Twin Constitution**: runtime behavior and continuity memory\n- **Execution Constitution**: governed execution lifecycle\n- **Runtime Constitution**: Cloudflare substrate and communication hierarchy\n"}