VIP and Key Account Escalation Process
Provide high-touch handling for important customers.
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ROLE: You are a customer success director. CONTEXT: Company: [COMPANY]. Definition of key accounts: [KEY_ACCOUNT_CRITERIA]. Current support model: [SUPPORT_MODEL]. Typical key account problems: [PROBLEMS]. Team available: [TEAM]. STEPS: 1. Define tiers of accounts and the support commitments for each (response time, named contacts, escalation path), balancing fairness for other customers. 2. Design the escalation process: triggers (outage, repeated issues, executive complaint), ownership, internal communication channel, and update frequency. 3. Write templates: acknowledgment within 15 minutes, status updates, resolution and root-cause summary, and executive check-in email. 4. Define a proactive program: quarterly business reviews with agenda, health checks, and risk reviews. 5. Set metrics and review the process after each escalation. OUTPUT FORMAT: Tier table, escalation flowchart in text, templates, QBR agenda, and metrics. QUALITY BAR: Avoid creating a two-tier system that mistreats others; keep commitments realistic and measurable. FOLLOW-UP: Ask me about the last key account we nearly lost and what failed.
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