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The CS Risk Framework

How we Approach Risk at Chili Piper

The Framework

We take a whole company approach when it comes to risk with our customers. Below is the framework we use ⬇️

Executive Escalation Review

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 ⬇️

  1. Look at the progress of open to closed escalations week over week

  2. Highlight the closed escalations and the reasons they were closed

  3. Look at new escalations with renewals this quarter

  4. Review open escalations by risk owner

    1. 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 ⬇️
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