Retention Desk
What It's For
The Retention Desk follows each client after a deal is won. When a deal closes won on the Deal Desk, the client graduates to a retention desk here, carrying what was promised and what was objected to at close, and its health is tracked from that point on. The main view, Book Health, ranks those clients so you can see who needs attention. In the Operator Console, under Clients, open Retention Desk.
How the Bands Work
Each client starts at a health score of 100. Signals recorded against the client move it:
- Negative signals pull the score down: an objection, a churn risk or a missed response deadline. The pull fades over time, so an objection from months ago weighs less than one from last week.
- Positive signals lift it by a smaller amount: a testimonial, an expansion or a win.
By default a score below 80 puts the client in Watch, and below 60 in At Risk. Anything higher is Healthy. A client moves to Watch, then At Risk, as recent objections and risk signals accumulate, and recovers as they age and positive signals arrive.
This is a different measure from Engagement Health, which scores contact patterns. A client can be Healthy here and Yellow there, or the other way round.
Book Health
A glance band across the top counts Active Clients, At Risk and Watch. Below it, the Clients section shows one card per active retention desk, with:
- The client's name, from your CRM, and its band badge (Healthy, Watch or At Risk). A client with no name on record reads Unnamed Client.
- Health: the current score.
- A short narrative, when one has been written.
Click View Health on a card to open that client's detail. Before any deal has closed won, the page reads "No Active Clients Yet."
Retention Health
This is the Retention Desk's view of one client, opened from its card on Book Health; it is separate from the Engagement Health page under Clients. The page opens with three figures: Health Score, Band and Signals (how many signals are on record). Below them:
- Founding Context: what came over from the Deal Desk at close, as counts of Promised, Objections at Close, Stakeholders and Valued.
- Health Signals: the timeline of signals recorded for the client.
- Events: band crossings and expansion events.
Use Book Health at the top to go back to the roll-up. Everything on the Retention Desk is read-only.
Who Uses It
- Admin Operator: reviews At Risk and Watch clients and decides who needs a call.
- Marketing Operator: checks the founding context before planning work, so delivery matches what was promised at close.
- Viewer: a read-only view of book health for leadership.