http://m.getsatisfaction.com/topics/7755109 How do you run your red account/risk customer calls? 2018-07-21T01:49:51Z 2018-06-25T16:08:34Z 7755109 http://m.getsatisfaction.com/topics/7755109 7755109 How do you run your red account/risk customer calls? 2018-07-21T01:49:51Z 2018-06-25T16:08:34Z Colin Burns http://m.getsatisfaction.com/people/8316679 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10855920/photo_medium.jpg colin_burns_8001402 For your red account/risk customer program, who runs it? Is it run by Success, run by Operations/Finance, run by Sales?<br /><br />What level owns it?<br /><br />Do you run it it via the Cockpit or a Gainsight dashboard?<br /><br />Just curious how others run theirs. question active 3 6 2 comment http://m.getsatisfaction.com/topics/7755109/replies/19609110 http://m.getsatisfaction.com/topics/7755109 19609110 Gerald Mann responded to "How do you run your red account/risk customer calls?" 2018-06-28T15:38:43Z 2018-06-28T15:38:43Z Gerald Mann http://m.getsatisfaction.com/people/9709995 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11292293/me_medium.jpeg gerald_mann_6gn6lggzbe453 We consolidated all the red account calls to be owned by Customer Success so we can make sure they are run in a similar way and deliver the same benefits.&nbsp; They were run by different groups and had very different operating methods.&nbsp; Now all the calls (organized by solution area) are run the same way (action call not discussion) and have the same requirements for customers to be on the list. 1 http://m.getsatisfaction.com/topics/7755109/replies/19638027 http://m.getsatisfaction.com/topics/7755109 19638027 Ben Timmons, Director Customer Success responded to "How do you run your red account/risk customer calls?" 2018-07-13T23:08:06Z 2018-07-13T23:08:06Z Ben Timmons, Director Customer Success http://m.getsatisfaction.com/people/9190809 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11119128/aoraki-90388_1920_medium.jpg ben_timmons_cvv5n8s17aqzv Hey Colin, I have built out our flow using the cockpit and built a reporting dashboard to give executives and others visibility into things such as how many red accounts we have, MRR attached to those red accounts, priority such as Red Urgent or Red High, red accounts with renewal this quarter, open tasks by red account, and the list goes on. I also have automated emails that go out weekly with the charts I think are most relevant to stakeholders. Happy to go into more detail on the actual building component if you want to chat. 0 http://m.getsatisfaction.com/topics/7755109/replies/19651453 http://m.getsatisfaction.com/topics/7755109 19651453 Leslie Diephuis responded to "How do you run your red account/risk customer calls?" 2018-07-21T01:49:51Z 2018-07-21T01:49:51Z Leslie Diephuis http://m.getsatisfaction.com/people/9431049 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11192552/photo_medium.jpg leslie_diephuis_eovz57rks6t5 Great question Colin.&nbsp; For our weekly review of at-risk customers at Gainsight, we use the Cockpit view.&nbsp; The majority of the management of our at-risk customers are lead by the CSM and involve multiple departments.&nbsp;<br /><br />CSMs are responsible for identifying at-risk customers and ensuring they are flagged for management intervention.&nbsp; To enter a risk, the CSM creates a Risk Call to Action (CTA) with the appropriate Reason Codes (ie Sentiment Risk, Value Risk, Company Risk etc).&nbsp; Based on the situation a Playbook can be applied to provide steps to take.&nbsp; Should the CSM need assistance from management with the risk, they Flag the risk.&nbsp;<br /><br /><img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1741916/RackMultipart20180721-82162-171yg8p-Flagged_Risk_inline.png?1532136785" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1741916/RackMultipart20180721-82162-171yg8p-Flagged_Risk_inlinepng1532136785" /><br /><br />The CSMs are responsible for updating the Risk CTA on a weekly basis (or sooner if needed) by logging an Update Activity type in the CTA Timeline tab.&nbsp; The CSM will provide status on the risk with next steps.&nbsp; In addition, the CSM will set the status with Red, Yellow or Green, and the trending with, Positively, Flat or Negatively.<br /><br />Each week, Management meets to review the Risk CTAs from the Cockpit View.&nbsp; Filters are applied in Cockpit to view the "Flagged Risks", with a Priority 1 &amp; 2 for the appropriate segment.&nbsp; The risks are sorted by Renewal date and display the current overall health and ARR. When an action needs to be taken, a Task is entered into the Timeline Update activity right in the CTA and assigned to the appropriate person with a due date.&nbsp; With Notifications set, the assignee will also get an email notifying them of the action they need to take.&nbsp;<br /><br />&nbsp;<img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1741917/RackMultipart20180721-28726-oylbpj-Risk_Timeline_Update_inline.png?1532136825" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1741917/RackMultipart20180721-28726-oylbpj-Risk_Timeline_Update_inlinepng1532136825" /><br /><br />More info on this process can be found in the Pulse presentation <a href="https://drive.google.com/file/d/1IbMX-6MzzuyX2x2Bowl8XctDoo0VVGDH/view?usp=sharing" rel="nofollow" target="_blank">here</a> 0