Risk framework
Centralize, track, and monitor relational risks and reduce customer churn. Identify risk signals and create repeatable remediation plans.
Risks can affect the health of an engagement and jeopardize the chances of expansion or renewal. Customer success managers can use the risk signals to record and manage risks tied to an engagement and take appropriate actions. Risk signals can provide insights and help customer success managers identify trends and evaluate them.
Risk signals can be:
- Created manually. See Create a risk signal.
- Generated automatically when a threshold value is breached or a specific condition is met. See Define risk criteria.
The following list shows a few sample use cases when risk signals are generated:
- Customer satisfaction (CSAT) survey results declined by X% for a product
- NPS dropped to 7
- License utilization is below 50%
- The number of P1 cases for a product / account increased by x%
- Success outcome deadline missed
- The Net ACV for the opportunity is reduced by X%
Customer success agents can monitor risk signals on the Active risk signals page. See the Risk portfolio dashboard for details.