Relationship & Trust — Corrective Actions

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Navigation: Intelligence → Relationship & Trust → Corrective Actions
Primary audience: account owners, project and delivery leaders, sales leadership, and authorized executives

Purpose

Corrective Actions manages coordinated response and recovery plans for observable customer concerns, discrepancies, escalations, or failed follow-through. It tracks actions, milestones, customer checkpoints, and later evidence of recovery.

Scope controls and indicators

State filters active, draft, awaiting approval, completed, paused, or closed plans. Account narrows scope. Owner filters responsibility. Checkpoint limits plans by next review or customer date.

Active Plans shows current recovery work. Actions Overdue identifies missed commitments. Checkpoints This Week shows planned validation events. Recovering counts plans with sufficient positive movement but not yet fully closed.

Relationship recovery plans

Each card shows account, trigger, owner, progress, next checkpoint, action completion, current relationship state, and close condition. Opening a plan displays its objective, actions, stakeholders, communication approach, dependencies, and evidence.

Recovery milestones and evidence

Milestones describe observable results such as concern acknowledged, revised plan delivered, dependency confirmed, customer checkpoint completed, acceptance received, or sustained follow-through. Evidence of recovery lists later customer statements or actions supporting movement.

Supporting analysis

Recovery-plan completion compares action completion. Customer checkpoints shows upcoming interactions and decision owners. Recovery actions surfaces overdue response, confirmation, and closure work.

Actions

• Create or open a recovery plan.
• Add, assign, or reschedule a corrective action.
• Record a customer checkpoint and its outcome.
• Attach or open evidence.
• Escalate a missed response.
• Close a plan when its defined recovery condition is met; reopen it when later evidence changes the outcome.

Recommended procedure

Define the concern in the customer's observable terms, select one accountable owner, and set a measurable recovery condition. Complete internal tasks, but close the plan only after appropriate customer evidence or agreed outcome exists.

Related screens

Observed Signals, Relationship Accounts, Actions, and Trends.