Read the relationship
Success Signals
Know when it's working — and when it's not. The Relationship Pulse below rolls up automatically from the Customer Org Map; the signal libraries underneath tell you what to do about it.
Auto-rollup · from the Customer Org Map
Relationship Pulse
Loading relationship rollup…
Positive — Trust building
01Customer shares a strategic priority unprompted in a routine call
02Customer introduces you to a sister business unit or affiliate
03Ops team proactively shares a suggestion or improvement idea
04Customer attends QBR with their own agenda items
05Module adoption increases QoQ without specific intervention
06CXO accepts a 1:1 connect without delegating to a direct report
Watch — Drift signals
01Meeting attendance drops or rescheduled twice without new date
02Same support ticket type repeated by different users in same week
03Customer goes 3+ weeks without a proactive question or suggestion
04QBR runs through with no questions from the customer side
05Power users stop logging in for 14+ consecutive days
06Delivery-centric: change-request TAT slipping 2 sprints in a row, or P1 MTTR trending up MoM
07AI platform: token spend up 25%+ MoM with flat or declining successful outcomes
08AI platform: rising share of calls to deprecated models or unused tool entitlements
Negative — Risk signals
01Customer copies senior leadership on routine communications
02Escalation re-opened within 30 days of being closed
03Customer team starts evaluating alternatives — direct or indirect mention
04Renewal conversation deferred or asked to be discussed 'later'
05Champion or power user leaves the organisation without warm handover
06Delivery-centric: missed regulatory submission window or audit observation raised against the platform
07AI platform: customer finance team initiates a cost review without inviting CS
How to use this
Review with the CSM team weekly. Watch signals trigger a 1:1; risk signals trigger an executive review. Track signal-to-action time as an internal CS-leadership metric — not just signal volume.