Who Owns the Broken Promise?
Escalate a missed payment promise with accountability and proportionality.
Send a specific missed-promise follow-up, copy the relationship owner, and ask for released-payment proof or a new blocker: Right: it treats the missed promise as a reliability signal and brings the right role into the loop. Restart the standard reminder sequence from day one: Weaker: it violates accountability because the customer already made and missed a dated promise. Put the account on hold immediately without internal consultation: Weaker: it skips the consulted/accountable roles that protect customer context and credit policy. Ask customer success to handle it alone because they own the relationship: Weakest: it blurs responsibility for cash collection and…
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