When your CSMs get a Risk CTA, do they [i]resolve the customer issue completely before you "allow" them to close the CTA?
Or, is it fair for them to close the CTA as soon as they've [i]acknowledged the concern and started working on it.
For example, it might take months and months to turn around an NPS Detractor, and it might be entirely impossible if that person won't take your call. I could see either closing the CTA to keep the CSM working with a Cockpit that cleanly prioritizes what's most likely to actually make a difference with their account base, or keeping the CTA open since, honestly, there is still a risk at that customer.
What works for you and your team?
Best answer by darkknightView original