REVOPS TRAINING

Escalation

The defined path by which an at-risk account or unresolved issue is raised to people with authority to act.

An undefined path means no path

Where escalation depends on individual initiative, it happens inconsistently and usually too late. A defined trigger, owner and response time turns it from an act of judgement into a process.

Escalate on leading signals

Escalating on stated dissatisfaction is late. Escalating on usage decline or an unresolved blocker is early enough to matter.

RELATED TERMS

Customer Success

The function responsible for ensuring customers achieve the outcome they bought, and therefore renew and expand.

Customer Health Score

A composite indicator combining usage, engagement and support signals to estimate the likelihood an account renews.

Churn

Customers or revenue lost over a period. The leak determining whether acquisition compounds or merely replaces.

FURTHER READING

Process Ownership and Revenue Leakage: A Taxonomy and Measurement Protocol

A four-state taxonomy of process ownership, an account of why unowned work is invisible to event-driven reporting, and a four-step protocol for quantifying the exposure against an organisation's own data.

Learn how to apply this: RevOps 101: Revenue Operations Foundations

Definitions are the vocabulary. The courses are where you learn to operate it, with the interactive audit tools.

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