1
Risk Intelligence
Can the team see trouble coming?
- Early warning signal recognition
- Data vs. intuition balance
- Technical vs. relationship problem diagnosis
- Trust in automated health scoring
2
Response Capability
Do they know what to do when they spot it?
- Repeatable intervention playbooks
- Customer issue → business impact translation
- Clear escalation paths
- Product change communication protocols
3
Cross-Functional Flow
Does critical information reach the right people?
- Feedback loop effectiveness
- Product release lead time
- Consistent activity logging
- Findable, accessible documentation
4
Judgment Under Pressure
Can they operate independently when it's hard?
- Difficult conversation navigation
- Self-serve vs. escalate decision-making
- Root cause vs. symptom management
- Portfolio prioritization under load
5
Coaching & Growth
Is the team getting better or just busier?
- Actionable feedback loops
- Observable excellence models
- Skill development vs. activity increase
- Career path clarity and advocacy
6
Workload Sustainability
Can they do the job well with what they have?
- Proactive vs. reactive time allocation
- Attrition impact absorption capacity
- Strategic work vs. firefighting ratio
- Manager visibility into actual load
7
Tools & Automation
Are systems helping or creating theater?
- AI tool adoption and confidence
- CRM/CS platform utility vs. burden
- Data entry → decision-making connection
- Clear guidance on tool usage