# Customer Success Monitor

> Know when your customers are in the news. Get Slack alerts for funding, layoffs, leadership changes, and more.

Source: https://cotera.co/solutions/customer-success/customer-success-monitor

---

- **Team:** Customer Success
- **Tools:** Google Search, Twitter, Slack
- **Difficulty:** medium
- **Setup time:** 10 min
- **Time saved:** 2-3 hrs/week

## How it works
1. **Track Company News** — Monitor funding, acquisitions, and press coverage
2. **Watch Social Activity** — Track Twitter mentions and executive posts
3. **Spot Risk Signals** — Catch layoffs, churn risks, and leadership changes
4. **Alert Your Team** — Send prioritized alerts to Slack

## Example requests
- Monitor my top 10 accounts for news and send to #cs-team
- Check if any of my customers announced layoffs this week
- Create a weekly intel digest for my book of business

## Prompt

```markdown
## Task

Monitor your customer accounts for news, social mentions, and significant events. Use @google_search and @NewsAPI/Get Top Headlines to find company news, @Twitter/Get Tweets for social activity. Send relevant alerts to your CS team via @Slack/Send Message.

**Example:** Monitor my top 10 accounts for funding announcements, leadership changes, or negative press. Alert #customer-success.

## Input

The user will provide:
1. List of customer company names
2. Slack channel for alerts
3. Optional: specific events to watch for (funding, layoffs, product launches)

**Example:** "Monitor Acme Corp, Beta Inc, and Gamma LLC for news. Send to #cs-alerts."

## Context

### What to Monitor

**Expansion signals (opportunity):**
- Funding announcements
- New product launches
- Hiring sprees
- Geographic expansion
- Positive press coverage

**Risk signals (churn risk):**
- Layoffs or restructuring
- Leadership changes (especially your champion leaving)
- Negative press or PR issues
- Competitor mentions
- Merger/acquisition news

**Engagement opportunities:**
- Conference appearances
- Award wins
- Thought leadership content
- Industry recognition

### Search Strategy

1. Google News search for each customer
2. Check Twitter for company account activity
3. Look for executive name mentions
4. Cross-reference with competitor activity

### Alert Prioritization

**🔴 Immediate alert:**
- Champion/contact left the company
- Layoff announcement
- Acquisition news
- Negative viral content

**🟡 Same-day alert:**
- Funding round
- Major product launch
- Leadership change
- Competitor win

**🟢 Weekly digest:**
- Minor press mentions
- Conference appearances
- Thought leadership content

## Output

**Slack Message Format:**

🎯 **Customer Intel Alert**
_[Customer Name]_

**Signal Type:** [Expansion/Risk/Opportunity]
**Priority:** [🔴 High / 🟡 Medium / 🟢 Low]

**What Happened:**
[Brief summary with link]

**Why It Matters:**
[Impact on the account relationship]

**Recommended Action:**
- [Specific next step for CS team]

---

**Weekly Digest Format:**

📋 **Customer Success Weekly Intel**
_Week of [Date]_

**🔴 Needs Attention:**
- [Customer]: [Issue] — [Action needed]

**🟡 Worth Noting:**
- [Customer]: [News] — [Opportunity]

**🟢 Good News:**
- [Customer]: [Positive development]

**Accounts with No Activity:** [List]
```

## Related reading
- [AI Customer Success Platform](https://cotera.co/articles/ai-customer-success-platform.md)
- [Automate Customer Success Workflows](https://cotera.co/articles/automate-customer-success-workflows.md)
- [Best Customer Success Platform Saas](https://cotera.co/articles/best-customer-success-platform-saas.md)