Collect required information for Customer Escalation high level rollup updates
Work with @lyle from Support to come up with high level summary and updates that's good for e-group (and VPs). For Q4, recommend weekly rollup.
Things to include:
- Overall status: New, Open, Closed (?)
- Customer name
- Deal Size
- Type of customer (SaaS, Dedicated, SM). If Dedicated/SM, which version
- Current Status (Customer Success view):
- Next meeting
- Who is engaged currently
From TC: Ability to collect appropriate data to measure things like:
- Areas of product/process
- Solution type: e.g. customer config, customizations (PS or customer), product feature, product defect, customer solved.
- Time to escalate, time to resolve