The Accounts at risk panel is now Service Delivery Risks

The panel under the three headline figures on your Command Centre is now called Service Delivery Risks. It flags delivery problems on a customer’s live projects — an SLA breach, a delivery running past its SLA, CSAT below 4 out of 5, or work open over 30 days — rather than the risk of a customer leaving, and its new name says so. Its first column now reads Customer. Which customers it lists, and their value, risk level and owner, are unchanged.

Vendor screens now say customer wherever they used to say account: a customer’s page shows How the customer is tracking and Customer health. Where a message is about your own organisation, such as the KPI dictionary having no figures to show, it now says “your organisation”.

For CSMs, the go-live figure is now Customers at risk of missing go live, on its card, its popover and its page, and its columns and explanations count customers.