Help account teams decide where to focus.
I adapted the REACH framework into a workflow that scores customer accounts, explains the scores, and lets the account owner review them before updating Totango.
Runs on
Salesforce, Totango, Provisio, Gong, Google Workspace, Slack, Qualtrics. Runs on Glean.
The problem
Consistent account comparison
Account teams need a consistent way to compare relationship strength, engagement, customer value, and risk. The workflow turns available signals into a scorecard that a person can inspect and correct.
What I built
Adapting the framework to a workflow
I adapted Rod Cherkas's REACH™ framework for post-sale expansion revenue into a deterministic scoring engine grounded in connected customer signals.
Input & Output
Customer signals → Explained scorecard → Confirmed account update
What changed
Execution focus at scale
Functional results for the scoring pipeline.
1,200+
Accounts scored on cadence
One
Click to confirm into Totango
See how it works
Reviewing a scorecard
Simplified illustration of the workflow. It does not show customer data or establish the reported performance.
Technical details
Systems and connected framework
Connected systems
Salesforce · Totango · Provisio · Gong · GSuite · Slack · Qualtrics (NPS)
Agent framework
Glean Agent · Event-based triggers · Slack notifications · Human-in-the-loop review · One-click Totango sync · Historical score tracking · Deterministic scoring model