Flatline Wall
Your top accounts on an ICU monitor, where silence sets off the alarm.
The job
Gives Customer Success an always-on wall like the network operations centre already has, where an account going quiet counts as more dangerous than one complaining. Shows in revenue terms which alarms mattered.
The moment
The Customer Success wall shows top accounts like patients on hospital heart monitors. It is calm and grey, except for one flat line and one long alarm tone.
A $4 million account whose shared channel had been active every working day for two years has been silent for 19 days. Its last message: "we'll come back to you after the steering committee".
The customer success manager visits and finds a new CIO running a review of suppliers.
Two weeks later the line comes back to life with an invitation to pitch, and the alarm record logs it as a save.
What it does
- Fire the check-in play
- Alert the account team
- Nudge the executive sponsor
- Recalibrate baselines
- Record the outcome
What you see
An ICU-style wall that is grey and silent except for flatlines, with one sustained tone and a 'last words' card, plus an alarm record proving which alarms mattered
What it moves
Gross revenue retention across the top 40 accounts, days from an account going silent to the first human contact, and the annual recurring revenue at risk, in dollars, shown on every alarm.
Built for
- CX leaders & VoC
- Executives & leadership
