Relationship and Trust Intelligence

Relationship & Trust — Overview

On this page

Navigation: Intelligence → Relationship & Trust → Overview
Primary audience: account owners, project and delivery leaders, sales leadership, customer-success roles, and authorized executives

Purpose

Relationship Overview summarizes observable customer relationship signals across meetings and communications. It helps users see explicit concerns, disagreements, escalations, corrective action, follow-through, and evidence of recovery without claiming to read sentiment, emotion, personality, or intent.

Scope and indicators

The period and account scope determine the evidence shown. Headline counts show observed concerns, disagreements, escalations, and trust-recovery signals, each with current severity or state.

Relationship trend

The trend plots an evidence-based account score or state over time and overlays Concern, Escalation, Recovery, and other observable event types. The score is a navigation aid; selecting a point opens the events responsible for movement.

Observed-signal distribution

The side panel counts concern, disagreement, escalation, positive collaboration, follow-through, and other configured signals. Counts distinguish multiple observations from unique underlying situations where possible.

Evidence timeline

The timeline shows signal, literal evidence, speaker or author where permitted, date, confidence, state, and link to the original source. It is the principal basis for interpreting the trend.

Corrective actions

The action table lists action, owner, date, state, expected recovery checkpoint, and observed outcome. A completed action is not automatically a recovered relationship; later customer evidence is required.

Actions

Change account or period.
Open evidence at its source.
Confirm, correct, or dismiss a signal when authorized.
Create a corrective action or recovery plan.
Schedule a customer checkpoint.
Export a governed relationship brief.

Recommended procedure

Review explicit concern and escalation evidence first, then inspect unresolved follow-through. Agree on one owner and recovery checkpoint. Monitor later customer statements and actions before changing the relationship state to Recovered.

Interpretation

Positive collaboration and recovery evidence are as important as concern. Silence is not satisfaction. Speaking style, facial expression, or inferred emotion does not establish relationship state.

Relationship Accounts, Observed Signals, Corrective Actions, and Trends.