A worked post-mortem for customer renewal risk lost in parallel channels.
Source: Signal Architecture by Samuel Awonorin
Incident basics
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Incident title: Customer renewal risk lost in three parallel channels.
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Human impact: customer success felt exposed, sales felt blindsided, product felt unfairly blamed.
Timeline
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Signal created: Monday 09:20.
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Signal noticed: Monday 11:40.
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Ownership clarified: Tuesday 15:00.
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Action completed: Wednesday 14:00.
Repair
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Owner: account manager owns renewal-risk escalation until closed.
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Route: one renewal-risk route for customer success, sales, and product.
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State home: customer-impact register.