Red Accounts Playbook
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Hi Sandra, I'd love to see a copy too, please. peter.wilson@genesys.com0
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Hi All, I would be interested in this too. Was it posted anywhere does anyone know?0
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HI Jessy,Can you send me your email?Thanks,
SandraOn 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" communityCustomer Success Leadership Community
Post New Message Re: Red Accounts Playbook Reply to Group Reply to Sender Dec 30, 2020 3:40 PM Jessy Horrell +1 for the broader share 0 -
HI,Can you send me your email address?thanks,
SandraOn 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" communityCustomer Success Leadership Community
Post New Message Re: Red Accounts Playbook Reply to Group Reply to Sender 
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?0 -
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" communityCustomer Success Leadership Community
Post New Message Re: Red Accounts Playbook Reply to Group Reply to Sender 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!
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Ashna Patel
Ascent Cloud LLC
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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!0 -
Hi Sandra,
Just seeing this post again. If you're adding it to the Library, I'll check it out there.
Thanks for sharing!
Jan0 -
+1
robert.asmar@recvue.com
Thanks Sandra!0 -
J.mccarter@vu.cityThank you Sandra! ��
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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
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Hi Sandra
Would you mind sharing with me as well? julieschifter@gmail.com
All the best
JulieHi 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" communityCustomer Success Leadership Community
Post New Message Re: Red Accounts Playbook Reply to Group Reply to Sender 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?
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Ashmeet Bhatti
Hiver
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Original Message:
Sent: 12-29-2020 18:23You are receiving this message because you followed the 'Red Accounts Playbook' message thread. To unsubscribe from this message thread, go to Unsubscribe. Update your email preferences to choose the types of email you receive
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?0 -
Hi Sandra,
Could you also share with meyer.laurac@gmail.com? Thanks!0 -
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,0
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