Ability to add Risk CTAs within a Success Plan


For more strategic customers, Risks are not always transactional and opened/closed in a timely manner. It would be great for CSMs to be able to add Risk CTAs to a Success Plan in order to track/relate Risks to a Success Plan and/or Objective. E.g. Customer Admin Training Objective may have a risk due to budget no longer being available. While lack of training can be a risk to churn overall, it can tie to a specific objective the CSM is trying to achieve.

 

This may also provide an opportunity to enable a CSM to create a Risk Mitigation Plan for strategic risks with a longer mitigation timeline that are not related to identified Objectives but would benefit being tied into an overall risk mitigation strategy. E.g. Customer has low adoption, poor sentiment, and loss of executive sponsor. A CSM may want to create a Risk Mitigation Plan to create a multi-pronged approach to reduce the risk of churn instead of addressing the Risks individually via a standalone CTA.

oooh I like this! @CarollynnC you might enjoy this as well


@kcsp @bradleymcg we are evaluating different solutions to create & track other CTA types in Success Plan. We are prioritising it in the upcoming roadmap. Could you elaborate on the expected behaviour of risk CTA when it is added to 1) success plan and/or 2) objective. 


@kcsp @bradleymcg we are evaluating different solutions to create & track other CTA types in Success Plan. We are prioritising it in the upcoming roadmap. Could you elaborate on the expected behaviour of risk CTA when it is added to 1) success plan and/or 2) objective. 

I’m not sure how you would add a risk CTA to an objective, so if you could clarify what you mean by 2) above that would be helpful.

 

For me, the ability to manually or automatically trigger a risk CTA and have it land in a Success Plan would be helpful. They wouldn’t otherwise need to behave differently than Objectives within a Success Plan - it’s more of a way to indicate that there is a risk associated with an open Success Plan that can be handled in the same way that other in-use risk CTAs are handled. If you wanted to add some coloring for a risk in Gantt view I could see that but I don’t think it needs to really be fancy - I’d think additional features would get into a full blown project planning software with risks/blockers etc.