Hello!!! Well... I'm seeing a lot of interest in this topic and a lot of emails requesting the Red accounts playbook from Sandra. Has anyone received the playbook? @Sandra Guadagnoli, I made a summary of all the people who are intersted in this document. I bet it's easier to have all the emails in one same spot. I didn't find this in the library. Thank you for sharing!! This is a huge win for the community!! 
Best,

Hi Sandra,

Could you also share with meyer.laurac@gmail.com? Thanks!

Hi Sandra  

Would you mind sharing with me as well? julieschifter@gmail.com 

All the best 

Julie

Original Message:
Sent: 1/4/2021 9:00:00 AM
From: Ashmeet Bhatti
Subject: RE: Red Accounts Playbook

Hi Jay,

Could you point me to the GGR library where this has been posted, if already?

If not, would it be a bad idea to get it uploaded here on this thread itself?

GGR Community Summary from January 14, 2021

Thanks so much @Matt Vadala, @Ed Powers, @Jeremy Donaldson, @Russell Bourne, @Markus Siebeneick, @Laura Lakhwara, @Namhar, @madelyn , @Shari Srebnick, and @Dan Conroy for speaking on behalf of your teams about Red Account Playbooks.

Here are the highlights:

Engage with your cross-functional peers

• Brainstorm and coordinate with all members of the account team on an account at risk
• Sync with Product, Marketing, Sales to discuss emerging trends, patterns, and other recurring feedback to avoid escalations
• Have internal EBRs for large accounts with the exec team
• Establish a cross-functional SWAT team with the support of their managers to be ready to tackle issues when needed

Recognize which problems you should fix

• Not all issues are caused by us
• "Fire" demanding customers
• Track internal politics and other dynamics at the client (sponsor move/loss, lack of IT support, missed client deliverables,...) and develop counter strategies
• Engage and collaborate with the customer to create joint ownership of the resolution of issues

Develop lighthouse accounts

• Point struggling customers at what comparable customers are doing (different) and pull them along

Continuously learning and improving

• For all accounts/situations: What are the lessons learned?
• Root cause analysis for escalated issues and risk mitigation strategies

Misc

• Offer product exchanges if a different product may be better suited for a customer use case

Here is my first-level decision tree: https://cstuners.com/recover-rescue-or-farewell/ 

+1
robert.asmar@recvue.com

Thanks Sandra!

Hi Sandra,
Just seeing this post again. If you're adding it to the Library, I'll check it out there. 
Thanks for sharing!
Jan

Hi Sandra, 

Sure thing. ashnapatel92@gmail.com 

Thank you!

Original Message:
Sent: 1/4/2021 10:35:00 AM
From: Ashna Patel
Subject: RE: Red Accounts Playbook

I agree. I would love to see this as well and would appreciate it if we can add it to our GGR Library here. Thank you!

Hi All, I would be interested in this too. Was it posted anywhere does anyone know?

Hi Sandra, I'd love to see a copy too, please. peter.wilson@genesys.com

Hi Sandra,

Would love to have a copy, thanks already.

Cheers,
Ankesh
ankesh_agarwal@yahoo.com

Hi Sandra, 

If you are happy to share it with myself when you get a chance as well that would be superb. My email is j.a.choppin@gmail.com

Hey Sandra,

Please share the playbook with me as well. My email id is singhvarun.imnu@gmail.com

Hi Sandra - can I also get in on this action? afranklin@zendesk.com

Thank you in advance and happy new year!
Alaina

Hi Sandra, 

I would also love a copy andreab311@gmail.com

Hi Sandra, could you possibly send that to me too... j.mccarter@vu.city

Thank you in advance!

Kind Regards,
Jo

Hi Sandra! Can you send it over to me please? ginoaguilar23@gmail.com. Thank you so much!

Hi Sandra! Please include me as well, we are currently working on a similar initiative. Thanks!
nkantouros@proformex.com

HI Leah, I have one from a previous job but will need to scrub a few details, are you ok with that?  Thanks, Sandra

Hi there!

Wondering if anyone has a sample of a red accounts playbook that you'd be willing to share. We are in the midst of creating a framework for red account management and I'd love to see how others have addressed the challenges.

Thanks!

Hi Sandra! 

May I get a copy as well? Thank you!

Leah, would you mind sharing with me at sam.borowsky@gmail.com?

I agree. I would love to see this as well and would appreciate it if we can add it to our GGR Library here. Thank you!

Hi Sandra,

If you are still willing to share I would love to see what you have put together. My email is tyler.bennett.parker@gmail.com.

Thank you so much!
Tyler

Hi Jay,

Could you point me to the GGR library where this has been posted, if already?

If not, would it be a bad idea to get it uploaded here on this thread itself?

Sandra, I would also love a copy, thanks!  hamilton.gay@customercare.vision

Hi Sandra, 

Would love if you could share it with me as well. Thanks so much. f.lewisc@gmail.com

Best, 
Felipe

Hi Sanda

Looks like this is a popular offer! Ha.

I'd love yo have a read of it too if that's OK? My email is: tomjamesparkinson@gmail.com

I've created a few in the past, and they've always been domain specific outcome type presentations, I'd love to see what other people do too to help us continuously improve.

Thanks

Tom

Hii Sandra!!! 
I would love to see that playbook too! Would you mind also sharing that with me? My email: erika@smartmoving.com

Thanksss!