How do you run your red account/risk customer calls?

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For your red account/risk customer program, who runs it? Is it run by Success, run by Operations/Finance, run by Sales?

What level owns it?

Do you run it it via the Cockpit or a Gainsight dashboard?

Just curious how others run theirs.
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Colin Burns

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Posted 3 weeks ago

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Gerald Mann

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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.  They were run by different groups and had very different operating methods.  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.
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.