Where to find it | Sidebar → Client Health → POC Management |
Who can see it | Everyone except standard-access users, but only for clients in your book |
Can you change data here? | Yes, if you're the client's GD, AD or Senior AD. Team members get view-only. |
How fresh is it? | Your notes are live. Sentiment reflects the last few weeks of calls. |
What it's for
Client relationships go stale invisibly. The one champion who loved us leaves. Nobody internally owns the CFO relationship. And a sentiment decline was audible on calls months before anyone said the word "churn".
This page fixes three things at once:
Visibility — every tracked contact with rolling sentiment signals from analysed calls, sorted so the most at-risk, most influential and most senior float to the top.
Accountability — assign a named internal owner to each relationship, and record the context the scores can't capture: reporting lines, LinkedIn, when the last 1:1 happened.
Deliberate relationship-building — create prospect cards for people you should know but don't yet. That turns multi-threading from an aspiration into a tracked list with owners.
What you'll see
Summary cards — how many clients you can see, how many tracked contacts across them, and how many clients you can actually edit.
Per client, a Group Director and Account Director chip, and a View only chip when you can't edit.
Per contact, sentiment band chips:
Signal | Scale | Which direction is good |
Satisfaction | 1–10 | Higher is better |
Engagement | 1–10 | Higher is better |
Churn Risk | 1–10 | Lower is better |
Decision Influence | 1–5 | Informational — how much authority they hold |
Mood | 1–5 | Higher is better |
Positive call rate | 0–1 | Higher is better |
Negative call rate | 0–1 | Lower is better |
A priority chip — High (red) or Medium (amber) — and the card order it drives.
Editable fields on each card — relationship owner, title override, LinkedIn, who they report to, last 1:1 date and with whom, and a free-text context note.
How to use it
Pre-call briefing. Before a check-in or QBR, open the client, scan the sentiment chips, and read the context notes and reporting lines. Who do you address, whose concerns do you defuse first, and do you need the Group Director in the room?
Triage a deteriorating relationship. Working through your book, look for a High priority contact — senior, influential, and unhappy on recent calls. Book a direct 1:1, assign a senior owner, and write the plan into the context note.
Assign ownership. During account planning, walk every tracked contact and put a name on each relationship using the owner search, which covers the whole company. The goal is no relationship left unassigned.
Build the multi-threading plan. Add prospect cards for the client's new CMO, the finance approver, whoever matters — each with an owner and a note on why you want the relationship.
Log a 1:1. After a check-in, set the last-1:1 date and refresh the note. An old last-1:1 date on an important contact is the tell that a relationship has quietly gone dark.
Retire a stale prospect. Remove it once the relationship exists or the person leaves. It's archived with who and when, never deleted.
What "High priority" means
A score combining three things:
How negative their recent sentiment is — weighted most heavily
Their decision influence from call analysis
Their title seniority — C-suite ranks highest, down through SVP, VP, Director and so on
Contacts with any sentiment data always sort above those without.
In plain terms: an unhappy, influential, senior contact rises to the top. That's the person to call.
Who can see and edit what
You see a client if you're its Group Director, its Account Director or Senior AD, or on its current team roster. Admins see everything.
You can edit a client if you're its Group Director, its Account Director or Senior AD, or an admin. Being on the team roster gives view-only.
Edit rights are re-checked on the server for every save, so they can't be worked around from the browser. They deliberately match Client Pulse submission rights for the same client.
Good to know
"No sentiment data yet" is normal. It means the contact hasn't been on analyzed calls in the recent window. The manual fields still work.
The AD chip and edit rights can disagree. Senior Account Directors hold edit rights but aren't shown in the chip. So you may legitimately be able to edit a client whose chip names someone else.
Cards attach to a contact by email, falling back to name. If the contact's email or name changes upstream, the card detaches and its content stops appearing under that contact. The data isn't lost, but you'd need to re-enter it or have someone reconcile it.
The decision-maker badge doesn't exist. Decision Influence — the 1–5 score — is real. An explicit decision-maker flag is awaiting upstream data.
The sentiment window is a fixed rolling few weeks and depends entirely on calls being captured and analysed.
Nothing else reads what you enter here. No digest, alert or model consumes the owners, notes or last-1:1 dates. This page exists so the relationship map is visible and owned — not to trigger automation. Worth knowing before you rely on it as a reminder system.
Prospects don't graduate automatically. When a prospect starts appearing in call sentiment, the prospect card and the new tracked contact coexist until someone archives the prospect.
The division filter only appears when your visible book spans more than one division.
This is a young module — expect the layout to keep developing.
Common questions
Why can't I see a particular client? This page shows your book only: clients where you're the Group Director, Account Director or Senior AD, or on the team roster. The client also has to be revenue-active. If you should see it, check your team assignment on Manage Leads or ask the client's GD to add you.
Why is everything view-only on a client I work on? Viewing and editing are separate. Team membership grants viewing; editing is for the GD, AD, Senior AD and admins. The "Editable by you" card tells you how many of your clients you can edit.
Where do the sentiment scores come from? An AI pipeline that analyses recorded client calls, averaged over the recent window. Nobody types them, and nothing here changes them.
A contact shows no sentiment data. Usually normal — no analysed calls recently.
What makes a contact High priority? See the section above: negative sentiment plus influence plus seniority.
The Account Director shown is wrong. It's read-only here. Fix it on Manage Leads, or correct the sponsor in Nova.
If I remove a prospect, is it gone forever? No — archived, with who and when. Nothing here is hard-deleted.
I saved a note and it disappeared. The likely cause is a contact identity change upstream, which detaches the card. See "Good to know". Also confirm you were on the same client — cards are per client.
Do the owner and last-1:1 fields feed any report or alert? No. Display-only within this page.
How fresh is it? Your card data is live. Sentiment and the client list come from short caches, and sentiment reflects calls up to the last pipeline run — not this morning's call.
Related
Churn Risk — the same contact sentiment feeds the relationship-health signals there
Service Expansion — uses the same sentiment labels when drafting roadmaps
Portfolio Review — same client list and director resolution
Manage Leads — where the AD assignments driving edit rights are made
Submit Pulse Data — shares the same ownership rules