Decision Walk: When CSAT Is High but Renewal Risk Is Rising
Sequence the right moves when local service scores look healthy but broader relationship risk is increasing.
False comfort Support CSAT is strong, but sponsor energy and renewal confidence are slipping. The danger is mistaking one healthy touchpoint for a healthy relationship. Signal reconciliation Coverage -> Gap -> New lens First understand what the strong metric covers, then inspect what it misses, then add the lens that exposes the hidden risk. Support is fine so the account is fine Coverage confusion You stop debating the contradiction and start mapping it. Metrics disagree most productively when they are showing different layers of the same account story. 01 Coverage 02 Gap 03 Now you try Check coverage Step 1
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