Introduction

Effective risk management is essential for customer success and retention. By implementing cross-functional risk programs, organizations can improve risk resolution through proactive notifications and collaborative management across different teams. This article outlines how to establish a robust risk resolution framework that leverages the strengths of various departments, ensuring timely intervention and mitigation of potential risks.

Why Does This Matter?

1. Quantify At-Risk Dollars Recovered: Establish processes to measure the financial impact of recovered at-risk accounts.
2. Enhanced Risk Resolution: Enable teams to be notified and actively manage risks, leading to faster resolution and improved customer satisfaction.

How to get started

1. Automate and Manual CTAs:
   • Trigger automated and/or manual CTAs to identify common at-risk situations.
   • Assign ownership of CTAs based on risk reasons. For example, product risks can be assigned to a product manager, and support risks to a support representative.
   • Assign specific tasks within a playbook to appropriate team members, depending on the risk reason and necessary mitigation tasks.
2. Assign Viewer Licenses:
   • Assign Viewer or Viewer+ Licenses to members of other teams to provide visibility into customer information via the Team View SFDC widget.
   • Ensure all relevant team members have access to the necessary customer data for informed decision-making.
3. Create Journey Orchestrator Programs:
   • Develop programs within Journey Orchestrator to proactively notify other team members of at-risk customers.
   • Share comprehensive reports with other teams via Journey Orchestrator, offering an overview of all at-risk accounts within a shared book of business.
   • Examples include accounts in red overall health, low depth and/or breadth of adoption, and accounts with open risk CTAs.
4. Notify Specific Team Members:
   • Design targeted Journey Orchestrator programs to alert specific team members about at-risk accounts based on various risk-identifying factors.
   • Ensure timely notifications to the right individuals to facilitate prompt risk mitigation actions.

Gainsight Features You'll Need

1. CTA Reasons: Define and configure reasons for triggering CTAs to identify at-risk situations.
2. Timeline: Track and log all activities related to risk management for better visibility and accountability.
3. Viewer Licenses: Provide access to customer information across teams to ensure everyone involved in risk management has the necessary data.
4. Journey Orchestrator: Create automated programs to notify and update team members on at-risk accounts and necessary actions.

What’s Next?

Once you've implemented these cross-functional risk programs, continuously monitor their effectiveness. Gather feedback from team members and make adjustments as needed to improve the process. 

Also, now it’s time to focus on managing high-value accounts. Next, read "Implementing a strategic red accounts process for key accounts" to understand how to handle high-value, strategic clients.

Further Reading and Inspiration

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