Red Accounts Playbook

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!

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Erika Villarreal

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,

leahkatehill@gmail.com

aalley@avidxchange.com

ninanowaczyk@gmail.com

oldworldwine@sbcglobal.net.

melissa.litwack@gmail.com

daryl.colborne@zerto.com

saad_u_khan@yahoo.com

peter.sajevics@stylehub.com

erika@smartmoving.com

erivillarreal@hotmail.com

tomjamesparkinson@gmail.com

f.lewisc@gmail.com

hamilton.gay@customercare.vision

tyler.bennett.parker@gmail.com

nkantouros@proformex.com

ginoaguilar23@gmail.com

j.mccarter@vu.city

andreab311@gmail.com

afranklin@zendesk.com

singhvarun.imnu@gmail.com

j.a.choppin@gmail.com

ankesh_agarwal@yahoo.com

peter.wilson@genesys.com

robert.asmar@recvue.com

J.mccarter@vu.city

meyer.laurac@gmail.com

Natalie@sureveystance.com

julieschifter@gmail.com

sam.borowsky@gmail.com

Laura Lakhwara

Hi Sandra,

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

Julie Schifter

Hi Sandra

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

All the best

Julie

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... -posted to the "Customer Success Leadership Community" community

Customer Success Leadership Community

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Jan 4, 2021 9:00 AM

Ashmeet Bhatti

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?

------------------------------
Ashmeet Bhatti
Hiver
------------------------------

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Sent: 12-29-2020 18:23

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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?

Andreas Knoefel

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

Andreas Knoefel

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

Joanne McCarter

J.mccarter@vu.city

Thank you Sandra! ��

Coronavirus (COVID 19):

Whilst we accept that these are difficult times for all, and acknowledge the human cost, it is business as usual for us. We have robust Remote Working capabilities and, as such, are continuing to work and adapt to the new reality.

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Robert asmar

+1
robert.asmar@recvue.com

Thanks Sandra!

Jan Young

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

Ashna Patel

Hi Sandra,

Sure thing. ashnapatel92@gmail.com

Thank you!

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! --------------------------... -posted to the "Customer Success Leadership Community" community

Customer Success Leadership Community

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Jan 4, 2021 10:35 AM

Ashna Patel

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!

------------------------------
Ashna Patel
Ascent Cloud LLC
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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!

Sandra Guadagnoli

HI,

Can you send me your email address?

thanks,
Sandra

On January 4, 2021 9:02 AM Ashmeet Bhatti via Gain Grow Retain <community@gaingrowretain.com> wrote:

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... -posted to the "Customer Success Leadership Community" community

Customer Success Leadership Community

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Re: Red Accounts Playbook

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Jan 4, 2021 9:00 AM
Ashmeet Bhatti

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 Guadagnoli

HI Jessy,

Can you send me your email?

Thanks,
Sandra

On December 30, 2020 3:41 PM Jessy Horrell via Gain Grow Retain <community@gaingrowretain.com> wrote:

+1 for the broader share ------------------------------ Jessy Horrell Vodori ------------------------------ -posted to the "Customer Success Leadership Community" community

Customer Success Leadership Community

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Dec 30, 2020 3:40 PM
Jessy Horrell

+1 for the broader share

Adam Pierce

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

Peter Wilson

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

Ankesh Agarwal

Hi Sandra,

Would love to have a copy, thanks already.

Cheers,
Ankesh
ankesh_agarwal@yahoo.com

Jack Choppin

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

Varun Singh

Hey Sandra,

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

Alaina Franklin

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

Thank you in advance and happy new year!
Alaina

Andrea Brisker

Hi Sandra,

I would also love a copy andreab311@gmail.com

Joanne McCarter

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

Thank you in advance!

Kind Regards,
Jo

Gino Aguilar

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

nkantouros

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!

Thanks!

Gino Aguilar

Hi Sandra!

May I get a copy as well? Thank you!

Samantha Marc Borowsky

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

Ashna Patel

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!

Tyler Parker

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

Ashmeet Bhatti

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?

Gay Hamilton

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

Felipe Lewis

Hi Sandra,

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

Best,
Felipe

Tom Parkinson

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

Erika Villarreal

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

Thanksss!