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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.
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SOC 職業分類に基づく
Churn signals, at-risk criteria, and suggested actions for customer accounts. Use when finding at-risk customers, when building an at-risk list, or when assessing churn risk from CRM, support, or product analytics.
Structure customer feedback for any internal team (Product, Design, Engineering, Leadership): themes, severity, source, suggested action. Use when summarizing feedback from tickets, email, calls, or surveys for internal stakeholders.
Research customer questions by searching across documentation, knowledge bases, and connected sources, then synthesize a confidence-scored answer. Use when a customer asks a question you need to investigate, when building background on a customer situation, or when you need account context.
Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact. Use when an issue needs to go beyond support, when writing an escalation brief, or when assessing whether an issue warrants escalation.
Usage vs entitlement, expansion opportunity by account or segment. Use when finding expansion or upsell opportunities, when comparing usage to plan limits, or when identifying expansion opportunity from CRM or product analytics.
Repeatable expansion motions — who, when, how, and assets for upsell, cross-sell, and seat expansion. Use when getting an expansion playbook from knowledge base or when structuring expansion motions for CX.
| 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.
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.
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.
For each tier, list target accounts:
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").
If a tool is not connected, use what the user provided; note "Owner TBD" and suggest assigning in CRM.
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~~
When planning interventions: