Sort the Follow-Up Roles
Assign RACI roles for a skip-level follow-up action.
A skip-level theme says escalation handoffs lose customer context. Sort each stakeholder into the role they should play in the follow-up. Responsible Accountable Consulted Informed one accountable owner Support Ops analyst drafting the handoff checklist Customer Operations director approving the pilot and inspecting results Product Support lead who knows technical escalation constraints Two CSMs who gave examples of lost context Skip-level participants who need to know the theme was acted on Finance team receiving visibility after the handoff rule changes Team manager piloting the checklist with next three escalations VP checking whether the loop closed on time
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