Description:

Your customers are sending signals every day. The question is whether your team is listening — and what they do when they hear something. Defining the exact product signals that should prompt a human to reach out — before the customer knows they need help.

You'll Learn:

  • The difference between reactive support and proactive human intervention
  • The four trigger categories: behavioral, temporal, relational, and risk-based
  • How to build a signal stack using product data, support tickets, and engagement metrics
  • The 'invisible CSM' concept: present without being intrusive
  • Why silence isn't satisfaction — quiet customers are often your highest churn risk
  • Workshop: map your top 10 intervention triggers with threshold definitions

Attendees will leave with a working draft of their own intervention trigger map, identifying the product signals and behavioral patterns that should prompt human outreach at each onboarding stage.

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