We take a whole company approach when it comes to risk with our customers. Below is the framework we use ⬇️
On a weekly basis the CS org leadership meets to discuss open customer escalations and risks. Below is the meeting agenda used to run the meeting ⬇️
Look at the progress of open to closed escalations week over week
Highlight the closed escalations and the reasons they were closed
Look at new escalations with renewals this quarter
Review open escalations by risk owner
Discuss the cross functional action items to resolve escalation
The team utilizes the below dashboard in Planhat to track and manage the open risks and escalations ⬇️