Slipping Away Engagement

Overview
Value of This Blueprint
It’s difficult for CS teams to constantly monitor product usage and ensure no accounts fall through the cracks. This blueprint provides a foundational system to automatically identify accounts with declining engagement, initiate communication, and kickstart recovery workflows - all without requiring manual oversight. It empowers teams to intervene early with automation and build on this base with custom processes like risk signaling or health score adjustments.
High-Level Strategy
This blueprint scans for accounts inactive for over a week but active for at least a month prior to signal disengagement:
- Creates a risk indicator for disengaged accounts
- Automatically initiates a conversation with the customer
- Waits a week for response before branching based on reply or inactivity
- Escalates with follow-up conversations and activities if no engagement occurs
- Segments accounts into an ‘at-risk’ group for CSM action
Technical Guidance
- Required: Connect Email
- Integrate Accounts & User data
- Ensure some Product Event data is flowing into Vitally
- Setup Lifecycle Tracking
What’s Included
- Slipping Away Playbook
- Segment disengaged customers