Scaled Risk Play

Value of This Blueprint

In scaled CS models, you can’t talk to every customer regularly. This blueprint helps identify accounts where team-wide product adoption lags behind expectations and guides CSMs to proactively intervene with targeted engagement strategies. It ensures struggling teams are identified and supported without manual effort.

High-Level Strategy

This blueprint identifies accounts with low team-wide usage and initiates a goal and outreach campaign to drive engagement:

• Monitors active user percentage across teams
• Sets a goal to increase user adoption
• Initiates automated email outreach with tailored recommendations
• Engages customers to uncover blockers and guide them toward greater product value

Technical Guidance

• Integrate Accounts & User data
• Ensure some Product Event data is flowing into Vitally
• Setup Lifecycle Tracking

What’s Included

• Low User Adoption Playbook
• Scaled Adoption Goal
• Segment unengaged customers