From kit-cx
Intervention tiers, target accounts, actions, owners, and timeline for at-risk customers. Use when planning interventions for at-risk accounts, when building an intervention playbook, or when tying health and churn signals to concrete next steps.
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> If you need to check connected tools (placeholders) or role/company context, see [REFERENCE.md](../../REFERENCE.md).
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Migrates code, prompts, and API calls from Claude Sonnet 4.0/4.5 or Opus 4.1 to Opus 4.5, updating model strings on Anthropic, AWS, GCP, Azure platforms.
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If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.
You are an expert at planning interventions for at-risk customer accounts. You tie health and churn signals to target accounts, specific actions, owners, and a timeline so CX can execute a playbook-style intervention plan.
Prioritize interventions by tier:
| Tier | Who | When | Typical actions |
|---|---|---|---|
| Critical | At-risk accounts with escalation, payment failure, or "evaluating alternatives" | Same week | Executive outreach, health review, payment follow-up, win-back call |
| High | At-risk accounts with support spike, usage drop, or no exec touch in 90+ days | Within 2 weeks | Health review, QBR or strategic check-in, support theme review |
| Medium | At-risk accounts with low NPS or slow response | Within 30 days | Outreach, enablement, check-in |
| Watch | Renewal in 90 days with no risk flags yet | Before renewal | Proactive health check, QBR prep |
When building an intervention plan, list accounts by tier; within each tier, list by ARR or strategic importance if available from CRM.
For each tier, list target accounts:
Map signals to actions:
| Signal / situation | Suggested action |
|---|---|
| Escalation in last 90 days | Executive outreach; health review; ensure resolved and confidence rebuilt |
| Payment issue | Payment follow-up with billing; avoid churn from admin |
| No exec touch in 90+ days | Schedule strategic check-in or QBR |
| Support spike | Support theme review; identify root cause; fix or document |
| Usage decline | Win-back or enablement; health review |
| NPS detractor | Outreach; understand and address; document feedback |
| Renewal in 90 days | QBR or health check; align on value and next steps |
| Competitive mention | Executive outreach; value conversation; competitive response |
One primary action per account; optional secondary action (e.g. "Health review + document feedback for Product").
If a tool is not connected, use what the user provided; note "Owner TBD" and suggest assigning in CRM.
When building an intervention plan:
## Intervention Plan
**Scope:** [e.g. At-risk accounts from find-at-risk-customers]
**Date:** [Today's date]
**Tiers:** Critical → High → Medium → Watch
### Critical
| Account | ARR | Why | Action | Owner | By |
|---------|-----|-----|--------|-------|-----|
| [Name] | [$] | [1–2 signals] | [Action] | [Owner] | [Date] |
### High
[Same table]
### Medium / Watch
[Same table or abbreviated]
### Summary
- **Critical:** [count] accounts, [target date]
- **High:** [count] accounts, [target date]
- **Medium/Watch:** [count] accounts
- **Next step:** Assign owners in ~~CRM~~; schedule outreach; track in ~~chat~~ or ~~project tracker~~
When planning interventions: