Designing response protocols

Response protocols are step-by-step plans for addressing customer health issues. Having clear protocols helps teams act quickly and consistently when warnings appear. Good response protocols match the urgency of the situation.

For high-urgency issues, like when a major customer's usage drops below critical thresholds, the protocol might include immediate notification to senior management, same-day customer meetings, and rapid technical support.

For moderate concerns, like gradually declining feature usage, the protocol might involve scheduled check-ins and targeted training sessions. Each protocol should define clear ownership and timelines.

For example, when usage drops below 50%, the customer success manager must contact the customer within 24 hours and schedule a health check meeting within the week. The protocol should also include follow-up steps to ensure the intervention worked - like checking if usage improves within two weeks after the meeting.