The value ledger
The running record of value delivered: the evidence file every renewal needs and almost no account team can produce on demand.
Ask an account team, the week before a renewal, to show what the relationship has been worth to the customer in the customer’s own numbers. Watch what happens. The value ledger is the answer to that week: a running record of value delivered, kept continuously against the agreed baseline and CPIs, so the evidence exists before anyone needs it.
In a living account plan it is one of the pages the machine maintains, updated every time a source arrives that shows a promise kept or missed. It answers the ninth of the twelve questions a sharp executive asks of any plan: what value have we created, and can we prove it? It is also the single largest lever on customer lifetime value, because retention is what moves that number, and proof is what moves retention.
Set out in full in: Creating Customer Value Propositions with AI (Kogan Page, 2027), chapter 9.
Related terms
The living account plan
Something closer to a brain than a binder: an account plan an AI maintains from raw sources, against your methodology, so it is current when you open it.
CPIs and KPIs
Critical performance indicators are the critical few, tied to your points of difference. KPIs are the important many. If everything is critical, nothing is.
Value capture
Proving the value landed, in both directions: in the customer's KPIs and in your own board's numbers.
The baseline
The measure agreed before delivery starts. Value measured against a remembered past is value the customer will dispute.
See the method run on one real account in three days: the One Page Proposition.