Reporting on Account Risk
Risks in Hook provide additional context about an account's renewal likelihood. This captures information that may not be included in Hook's data-driven Engagement Level. Risks can be added on the account page but also viewed at a team or organisation level using the Customers Table.
Report on risk to understand the proportion of accounts within a book of business with assigned risks, and the action required to mitigate against this risk. Build reports in the Customers Table showing risks associated with each account, when they were last updated and the actions taken.
A report in the Customers Table with Risk assigned and Overall level columns included.
Understand Risk for your Accounts
There are multiple benefits to reporting on risk in Hook:
Stay accountable by viewing risks that have not had recent updates. Share reports in weekly 1:1 discussions with your manager, to highlight risks identified and the actions to take.
Improve ease of cross-account collaboration - viewing accounts in the Customers table with a risk assigned ensures its visibility to other CSMs.
Revenue leaders can also benefit from reporting on risk:
Risks reports are a useful forecasting tool for revenue leaders to understand areas of account risk at an organisational level, especially if risks are configured to override Hook’s Engagement Level.
Risks can be categorised according to risk type and reason. This is helpful for revenue leaders to understand the most common risk reasons and how to mitigate against them.
Building Risk Reports using the Customers Table
Create a Report
Select the pencil icon next to Columns in the Customers table.
Add the risk columns required for the report. The example below uses the Risk assigned and Overall level columns.
If desired, add a filter. Click the pencil icon next to Filters and select the Risk assigned column. Tick the risk type to display in the report - the example below selects accounts flagged as High Risk.
Click Save as to save the report. To download the report as a file, click Export.
Risks can be created in the Customers Table by clicking + New risk in the Risk assigned column.
Risk Columns in the Customers Table
The following columns with Risk information can be added to a report in the Customers table:
Risk assigned: The type of Risk flagged, e.g. High Risk, Delayed onboarding, Upsell Likely.
Risk competitor: A competitor organisation that is associated with this Risk.
Risk: Date raised: The date the Risk was created.
Risk: Current status: The most recent status update on this Risk.
Risk: Date updated: The date this Risk was last updated.
Risk: Days since updated: The number of days since this Risk was last updated.
Risk outcome: The outcome of this Risk (if the risk has been closed).
Risk reason: The reason the Risk has occurred.
Risk Status: The state of the Risk: either open or closed.
Risk sub-reason: Additional sub-category on the reason for the Risk.
Risk summary: A short explanation as to why the risk is raised, written when the Risk was created.
❓Frequently Asked Questions
How do I share Risk reports with other CSMs?
Reports can be shared by:
Downloading the report. Click the Export button.
Share the URL. Other CSMs can generate the same report by copying and pasting the URL in their address bar.
Can there be more than one risk for an account in the Customers Table?
There can only be one open Risk (per product) for an account. Each row in the Customers table represents a single account with a single risk.