Diagnose and Recover Customer Health

{"category":"sales","description":"Use when a CSM or account owner sees falling adoption, weakening sponsor engagement, unresolved support issues or other retention risks and must diagnose the cause and secure an evidence-based recovery plan. Ends after recovery actions are agreed and an initial response is verified, not after a generic health score alone. Do not use for an active production incident or a routine healthy-account QBR.","inputSchema":{"additionalProperties":false,"properties":{"account":{"description":"Customer account identifier.","minLength":1,"type":"string"},"evidenceSources":{"description":"Optional CRM, product-usage, support, email, meeting and success-plan references.","items":{"type":"string"},"type":"array"},"observationWindow":{"description":"Optional timeframe for trend comparisons; e.g. last 90 days.","type":"string"},"riskSignal":{"description":"The concrete health concern or observed change.","minLength":1,"type":"string"}},"required":["account","riskSignal"],"type":"object"},"schemaVersion":1,"steps":[{"expectedOutputs":[{"description":"Relationship, engagement, support, commercial and value signals with source/confidence.","kind":"health-assessment"}],"id":"1XW4","instructions":"Collect the approved success plan, product adoption or utilization, support history, relationship activity, stakeholder changes and upcoming commercial dates if available. Prefer trend versus prior period to a single snapshot. If customer-health skill is accessible, use it for signal collection and its dimension analysis; otherwise calculate from supplied sources. Explicitly mark missing usage, sentiment, and support dimensions as not visible. Record source, observation date, and contradictory evidence. Gate: the risk assessment is based on observed signals, not invented sentiment or opaque scoring.","resourceHints":[{"kind":"skill","ref":"github:anthropics/knowledge-work-plugins","selector":"sales/skills/customer-health"}],"title":"Assemble a defensible health picture"},{"expectedOutputs":[{"description":"Hypotheses, evidence for/against, and decision-changing unknowns.","kind":"risk-diagnosis"}],"id":"MSS0","instructions":"Form 2-4 plausible root-cause hypotheses: missing initial value, workflow friction, broken integration, absent champion, executive priority shift, capability gaps, or delivery failures. Test each against data, case history and feedback; separate correlated signals from causes. Highlight what can and cannot be solved by customer success. Prioritize a small set of questions for the customer and technical owner. Gate: major interventions target a supported cause or a falsifiable hypothesis.","resourceHints":[],"title":"Identify the causal failure, not merely its symptoms"},{"expectedOutputs":[{"description":"Validated problem statement and recovery criteria.","kind":"customer-validation"}],"id":"UL7X","instructions":"Prepare a candid, non-defensive outreach or review agenda acknowledging known issues without guessing motives. Seek the perspective of the actual users and sponsor rather than only the primary contact. Establish which business outcome still matters, what failed, the recovery threshold and the customer's willingness to participate. Capture promises and disagreements accurately. Do not present internal speculation as customer sentiment. Gate: proposed recovery goals are anchored to customer-confirmed priorities or explicitly labeled pending.","resourceHints":[],"title":"Validate the situation with customer stakeholders"},{"expectedOutputs":[{"description":"Prioritized intervention plan with accountable owners, milestones and risks.","kind":"recovery-plan"}],"id":"2W0Y","instructions":"Choose interventions with named owner, due date, measurable leading signal, dependencies and a stop/escalate threshold. Examples: fix a blocking issue, retrain a segment, restore executive sponsorship, simplify the workflow or reset the value plan. Avoid offering unapproved discounts, product commitments or delivery dates. Sequence the fastest high-confidence corrective action first. Gate: the plan fits available authority and has a testable signal of improvement.","resourceHints":[],"title":"Negotiate a bounded recovery intervention"},{"expectedOutputs":[{"description":"Before/after signals, outcome interpretation and revised risk judgment.","kind":"recovery-check"}],"id":"POLJ","instructions":"At the agreed checkpoint, compare new observations to the original baseline, not to an arbitrary green status. Distinguish actions completed from customer behavior improved. Classify risk as improving, unchanged or deteriorating, state remaining uncertainty, and recommend continuing, revising or escalating the intervention. Update shared systems only with permission. Gate: the owner can credibly explain whether the chosen intervention worked and what evidence warrants the verdict.","resourceHints":[],"title":"Check the initial response and decide what changed"}],"title":"Diagnose and Recover Customer Health"}