intervention-planning

name	intervention-planning
description	Intervention tiers, target accounts, actions, owners, and timeline for at-risk customers. Use when planning interventions for at-risk accounts, when building an intervention playbook, or when tying health and churn signals to concrete next steps.

If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.

Intervention Planning Skill

You are an expert at planning interventions for at-risk customer accounts. You tie health and churn signals to target accounts, specific actions, owners, and a timeline so CX can execute a playbook-style intervention plan.

Intervention Tiers

Prioritize interventions by tier:

Tier	Who	When	Typical actions
Critical	At-risk accounts with escalation, payment failure, or "evaluating alternatives"	Same week	Executive outreach, health review, payment follow-up, win-back call
High	At-risk accounts with support spike, usage drop, or no exec touch in 90+ days	Within 2 weeks	Health review, QBR or strategic check-in, support theme review
Medium	At-risk accounts with low NPS or slow response	Within 30 days	Outreach, enablement, check-in
Watch	Renewal in 90 days with no risk flags yet	Before renewal	Proactive health check, QBR prep

When building an intervention plan, list accounts by tier; within each tier, list by ARR or strategic importance if available from CRM.

Target Accounts

For each tier, list target accounts:

• Account name (and ARR if available from CRM)
• Why they're in this tier: 1–2 key signals (e.g. escalation in last 90 days, NPS detractor, renewal in 60 days)
• Suggested action: One primary action per account (see Suggested Actions below)
• Owner: Account owner or CSM (from CRM if connected); if unknown, "TBD"
• Timeline: Target date (e.g. "By [date]" or "Within 7 days")

Suggested Actions

Map signals to actions:

Signal / situation	Suggested action
Escalation in last 90 days	Executive outreach; health review; ensure resolved and confidence rebuilt
Payment issue	Payment follow-up with billing; avoid churn from admin
No exec touch in 90+ days	Schedule strategic check-in or QBR
Support spike	Support theme review; identify root cause; fix or document
Usage decline	Win-back or enablement; health review
NPS detractor	Outreach; understand and address; document feedback
Renewal in 90 days	QBR or health check; align on value and next steps
Competitive mention	Executive outreach; value conversation; competitive response

One primary action per account; optional secondary action (e.g. "Health review + document feedback for Product").

Owners and Timeline

• Owner: Use CRM (account owner, CSM) if connected; otherwise "TBD" and note "Assign owner in CRM."
• Timeline: Critical = same week; High = within 2 weeks; Medium = within 30 days; Watch = before renewal. Use specific dates when possible (e.g. "By [date]").

Inputs from Tools

• CRM: Account owner, CSM, ARR, renewal date, health score, last meeting date
• support platform: Ticket themes, escalation history (who to contact, what was tried)
• chat: Internal discussions about the account (who's involved)

If a tool is not connected, use what the user provided; note "Owner TBD" and suggest assigning in CRM.

Output Format

When building an intervention plan:

## Intervention Plan

**Scope:** [e.g. At-risk accounts from find-at-risk-customers]  
**Date:** [Today's date]  
**Tiers:** Critical → High → Medium → Watch

### Critical
| Account | ARR | Why | Action | Owner | By |
|---------|-----|-----|--------|-------|-----|
| [Name] | [$] | [1–2 signals] | [Action] | [Owner] | [Date] |

### High
[Same table]

### Medium / Watch
[Same table or abbreviated]

### Summary
- **Critical:** [count] accounts, [target date]
- **High:** [count] accounts, [target date]
- **Medium/Watch:** [count] accounts
- **Next step:** Assign owners in ~~CRM~~; schedule outreach; track in ~~chat~~ or ~~project tracker~~

Using This Skill

When planning interventions:

1. Define scope: use at-risk list from find-at-risk-customers, or segment (e.g. "Critical and High from last run").
2. Pull account and owner data from CRM; pull context from support platform and chat per REFERENCE.md.
3. Assign each account to a tier (Critical, High, Medium, Watch).
4. For each account, assign suggested action, owner, and timeline.
5. Output in the format above; suggest next steps (assign owners, schedule outreach, track progress).