Below are the contents of the escalation note template you can share with your team to quickly alert risk mitigation teams about potential risks and get them on board with a plan to turn the account around.
Body:
Instructions: Complete the questions below with enough context so that anyone in the business can read it and understand the situation and recommended next steps. When this note is published, the content will be sent to the #at-risk Slack channel via Catalyst integration.
What is the summary of this escalation?
How did this escalation come to light?
What is the customer asking for? If product specific, please highlight which feature it affects.
Who needs to be involved, and what do you need from those individuals?
What are the next steps?
Fields to update:
//Insert any fields you need your team to update as it relates to the escalation. Below are the fields we use at Catalyst//
CSM Sentiment
Anticipated Churn Reason
Risk Summary
Required Cross-Functional Support
Survey intro: Here at [COMPANY NAME], we aim to help you stay ahead of all future pricing conversations by aligning with your budgeting cycle, and understanding your procurement process. Please complete the below form to help us be
Question 1:
When does your team typically start budgeting for the next year?
Question 2:
Do you use a third party for procurement?
Question 3:
If you answered yes to the above, which procurement company are you using? (if N/A, please leave blank!)
Question 4:
Who is the correct point of contact to work with on any commercial conversations for your team?
Question 5:
Please provide your name and email 📧