Blueprints

Playbook
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2

Slipping Away Engagement

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By Vitally
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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

What’s Included

  • Slipping Away Playbook
  • Segment disengaged customers

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