Customer Success Leadership Community

Red Accounts Playbook

  • 1.  Red Accounts Playbook

    Posted 12-21-2020 15:17

    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!


    #CustomerHealth

    ------------------------------
    Leah Katherine Hill

    ------------------------------


  • 2.  RE: Red Accounts Playbook

    Posted 12-26-2020 16:10

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



    ------------------------------
    Sandra Guadagnoli
    ------------------------------



  • 3.  RE: Red Accounts Playbook

    Posted 12-28-2020 12:20

    Hi Sandra! Yes, much appreciated. You can send along to me  @  leahkatehill@gmail.com.



    ------------------------------
    Leah Katherine Hill
    VP, Customer Success
    ------------------------------



  • 4.  RE: Red Accounts Playbook

    Posted 12-29-2020 15:04

    Hi Sandra,

    I would love to see this as well if you don't mind! aalley@avidxchange.com

    Thanks!



    ------------------------------
    Anna Alley
    Director of Customer Success & Advocacy
    ------------------------------



  • 5.  RE: Red Accounts Playbook

    Posted 12-28-2020 14:10

    Hello Sandra;

    Would you mind sharing with me as well?  I, too, am interested to see how others have addressed these challenges.   My email is ninanowaczyk@gmail.com.  Thank you!



    ------------------------------
    Nina Nowaczyk
    ------------------------------



  • 6.  RE: Red Accounts Playbook

    Posted 12-29-2020 13:33

    Hi Sandra,

    I too would be very interested if you don't mind sharing.  My personal email is oldworldwine@sbcglobal.net.

    Thanks, and happy holidays!

    James Hendrick



    ------------------------------
    James Hendrick
    JH Consulting
    CA
    805.428.5398
    ------------------------------



  • 7.  RE: Red Accounts Playbook

    Posted 12-29-2020 17:30
    Hi Sandra,

    I would love to see what you've put together as well - thank you!
    melissa.litwack@gmail.com

    --

    Melissa Litwack

    Phone: (609) 230-8852






  • 8.  RE: Red Accounts Playbook

    Posted 12-30-2020 12:10

    Sandra,

    I'd love to see this as well and appreciate you sharing :)  My email address is daryl.colborne@zerto.com

    Regards,
    Daryl



    ------------------------------
    Daryl Colborne
    Director, Customer Success
    ------------------------------



  • 9.  RE: Red Accounts Playbook

    Posted 12-30-2020 14:27

    Hi Sandra,

    If you don't mind, can I get a copy too? if so, my email is saad_u_khan@yahoo.com

    Regards

    Saad



    ------------------------------
    Saad Khan
    ------------------------------



  • 10.  RE: Red Accounts Playbook

    Posted 12-31-2020 07:43
    Hi Sandra, would you mind sharing it too? I can PM you if you'd like, thanks!

    ------------------------------
    Mike Cardona
    ------------------------------



  • 11.  RE: Red Accounts Playbook

    Posted 01-03-2021 16:05
    Hi Sandra, I would love to have a copy as well if that is alright with you (peter.sajevics@stylehub.com).

    Thanks a lot!

    ------------------------------
    Peter Sajevics
    Head of Customer Success
    ------------------------------



  • 12.  RE: Red Accounts Playbook

    Posted 01-03-2021 16:12
    Hii Sandra!!! 
    I would love to see that playbook too! Would you mind also sharing that with me? My email: erika@smartmoving.com

    Thanksss!

    ------------------------------
    Erika Villarreal
    ------------------------------



  • 13.  RE: Red Accounts Playbook

    Posted 01-04-2021 07:45
    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

    ------------------------------
    Tom Parkinson
    Director of Pupil Tracking
    Juniper Education
    ------------------------------



  • 14.  RE: Red Accounts Playbook

    Posted 01-04-2021 08:01
    Hi Sandra, 

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

    Best, 
    Felipe

    ------------------------------
    Felipe Lewis
    CS Consultant
    ------------------------------



  • 15.  RE: Red Accounts Playbook

    Posted 01-04-2021 08:36
    Sandra, I would also love a copy, thanks!  hamilton.gay@customercare.vision

    ------------------------------
    Gay Hamilton
    Customer Care Solutions
    ------------------------------



  • 16.  RE: Red Accounts Playbook

    Posted 01-04-2021 09:56
    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

    ------------------------------
    Tyler Parker
    ------------------------------



  • 17.  RE: Red Accounts Playbook

    Posted 01-04-2021 13:25
    Hi Sandra! 

    May I get a copy as well? Thank you!

    ------------------------------
    Gino Aguilar
    Safety Culture
    ------------------------------



  • 18.  RE: Red Accounts Playbook

    Posted 01-05-2021 07:47
    Hi Sandra! Please include me as well, we are currently working on a similar initiative. Thanks!
    nkantouros@proformex.com

    ------------------------------
    niko kantouros
    proformex
    ------------------------------



  • 19.  RE: Red Accounts Playbook

    Posted 01-05-2021 09:05
    Hi Sandra! Can you send it over to me please? ginoaguilar23@gmail.com. Thank you so much!

    ------------------------------
    Gino Aguilar
    Safety Culture
    ------------------------------



  • 20.  RE: Red Accounts Playbook

    Posted 01-06-2021 09:38
    Hi Sandra, could you possibly send that to me too... j.mccarter@vu.city

    Thank you in advance!

    Kind Regards,
    Jo

    ------------------------------
    Joanne McCarter
    VU.CITY
    ------------------------------



  • 21.  RE: Red Accounts Playbook

    Posted 01-06-2021 17:40
    Hi Sandra, 

    I would also love a copy andreab311@gmail.com

    ------------------------------
    Andrea Brisker
    SimpleLegal
    ------------------------------



  • 22.  RE: Red Accounts Playbook

    Posted 01-07-2021 05:07

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

    Thank you in advance and happy new year!
    Alaina



    ------------------------------
    Alaina Franklin
    ------------------------------



  • 23.  RE: Red Accounts Playbook

    Posted 01-07-2021 07:50
    Hey Sandra,

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

    ------------------------------
    Varun Singh
    Rocketlane
    ------------------------------



  • 24.  RE: Red Accounts Playbook

    Posted 01-07-2021 09:06
    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

    ------------------------------
    Jack Choppin
    GoProposal
    ------------------------------



  • 25.  RE: Red Accounts Playbook

    Posted 01-07-2021 09:34
    Hi Sandra,

    Would love to have a copy, thanks already.

    Cheers,
    Ankesh
    ankesh_agarwal@yahoo.com

    ------------------------------
    Ankesh Agarwal
    Director, CX Advisory and VoC Platforms
    ------------------------------



  • 26.  RE: Red Accounts Playbook

    Posted 01-08-2021 04:25
    Hi Sandra, I'd love to see a copy too, please. peter.wilson@genesys.com

    ------------------------------
    Peter Wilson
    Genesys
    ------------------------------



  • 27.  RE: Red Accounts Playbook

    Posted 01-13-2021 19:23
    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

    ------------------------------
    Jan Young
    ------------------------------



  • 28.  RE: Red Accounts Playbook

    Posted 01-13-2021 20:16
    +1
    robert.asmar@recvue.com

    Thanks Sandra!

    ------------------------------
    Robert asmar
    Director of Customer Success
    ------------------------------



  • 29.  RE: Red Accounts Playbook

    Posted 01-14-2021 03:30
    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.


    The largest, most accurate fully interactive digital city models

    Kick start 2021
    by making
    better design
    and planning decisions, faster.

     
    VU.CITY Instagram
    VU.CITY Linkedin
    VU.CITY Twitter
    VU.CITY Facebook
    Privacy





  • 30.  RE: Red Accounts Playbook

    Posted 01-15-2021 19:00
    Hi Sandra,

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

    ------------------------------
    Laura Lakhwara
    Associate Director, Customer Success
    SoftBank Robotics
    San Francisco CA
    ------------------------------



  • 31.  RE: Red Accounts Playbook

    Posted 01-16-2021 13:17
    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 inter​sted 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


    ------------------------------
    Erika Villarreal
    Customer Success Manager
    ------------------------------



  • 32.  RE: Red Accounts Playbook

    Posted 12-29-2020 14:54

    Hi  @Sandra Guadagnoli, would you be willing to share with me as well? Thank you so much in advance! here is my email: Natalie@sureveystance.com

    -Natalie



    ------------------------------
    Natalie Williams
    ------------------------------



  • 33.  RE: Red Accounts Playbook

    Moderator
    Posted 12-29-2020 18:23

    Hi everyone, would love to see a version of this (scrubbed, of course) posted in the GGR library for all GGR members to benefit from. 

    This is a fantastic topic, thank you!



    ------------------------------
    Jay Nathan
    Chief Customer Officer
    Higher Logic
    ------------------------------



  • 34.  RE: Red Accounts Playbook

    Posted 12-30-2020 15:40
    +1 for the broader share

    ------------------------------
    Jessy Horrell
    Vodori
    ------------------------------



  • 35.  RE: Red Accounts Playbook

    Posted 01-04-2021 10:35
    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
    ------------------------------



  • 36.  RE: Red Accounts Playbook

    Posted 01-13-2021 17:56
    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

    Post New Message
    Re: Red Accounts Playbook
    Reply to Group Reply to Sender
    Jessy Horrell
    Dec 30, 2020 3:40 PM
    Jessy Horrell
    +1 for the broader share

    ------------------------------
    Jessy Horrell
    Vodori
    ------------------------------
      Reply to Group Online   View Thread   Recommend   Forward   Flag as Inappropriate  





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    Original Message:
    Sent: 12/30/2020 3:40:00 PM
    From: Jessy Horrell
    Subject: RE: Red Accounts Playbook

    +1 for the broader share

    ------------------------------
    Jessy Horrell
    Vodori
    ------------------------------

    Original Message:
    Sent: 12-29-2020 18:23
    From: Jay Nathan
    Subject: Red Accounts Playbook

    Hi everyone, would love to see a version of this (scrubbed, of course) posted in the GGR library for all GGR members to benefit from. 

    This is a fantastic topic, thank you!



    ------------------------------
    Jay Nathan
    Chief Customer Officer
    Higher Logic


  • 37.  RE: Red Accounts Playbook

    Posted 01-04-2021 09:00
    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
    ------------------------------



  • 38.  RE: Red Accounts Playbook

    Posted 01-13-2021 18:04
    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

    Post New Message
    Re: Red Accounts Playbook
    Reply to Group Reply to Sender
    Ashmeet Bhatti
    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
    ------------------------------
      Reply to Group Online   View Thread   Recommend   Forward   Flag as Inappropriate  





    You 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?

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

    Original Message:
    Sent: 12-29-2020 18:23
    From: Jay Nathan
    Subject: Red Accounts Playbook

    Hi everyone, would love to see a version of this (scrubbed, of course) posted in the GGR library for all GGR members to benefit from. 

    This is a fantastic topic, thank you!



    ------------------------------
    Jay Nathan
    Chief Customer Officer
    Higher Logic


  • 39.  RE: Red Accounts Playbook

    Posted 01-15-2021 08:14
    Hi Sandra :) 

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

    All the best 

    Julie

    ------------------------------
    Julie Schifter
    ------------------------------



  • 40.  RE: Red Accounts Playbook

    Posted 01-04-2021 11:08
    Leah, would you mind sharing with me at sam.borowsky@gmail.com?

    ------------------------------
    Samantha Marc Borowsky
    ------------------------------



  • 41.  RE: Red Accounts Playbook

    Posted 01-11-2021 04:16
    Hi All, I would be interested in this too. Was it posted anywhere does anyone know?

    ------------------------------
    Adam Pierce
    Team Lead - Customer Success Europe
    ------------------------------



  • 42.  RE: Red Accounts Playbook

    Moderator
    Posted 01-14-2021 11:26
    Here is my first-level decision tree: https://cstuners.com/recover-rescue-or-farewell/ 

    ------------------------------
    Andreas Knoefel
    2020 - Top100 Customer Success Strategist
    Inventor of the Customer Success Performance Index™
    I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention
    ------------------------------



  • 43.  RE: Red Accounts Playbook

    Moderator
    Posted 01-14-2021 21:54

    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
    2020 - Top100 Customer Success Strategist
    Inventor of the Customer Success Performance Index™
    I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention
    ------------------------------