Technical deep dive
System architecture
Human-reviewed workflow
How the REACH scoring workflow works
How customer signals become an explained scorecard, with human confirmation before the account record changes.
System intent
Make account prioritization consistent and inspectable
REACH stands for Relationships, Engagement, Actions, Customer Value, and Horizons. The workflow standardizes those five dimensions without turning the final decision into a black box.
Cadence
Every 90 days, after key events, or on demand for an individual account.
Operator
The CSM reviews and can edit the generated scorecard and justifications before confirming the result.
System of record
Confirmed dimension scores sync to Totango with historical changes retained.
Signal layer
Connected systems establish the account evidence
Each source family contributes a defined kind of account context before the agent calculates the five REACH dimensions.
Account context
Salesforce · Totango · Provisio
Interaction signals
Gong · GSuite · Slack
Customer feedback
Qualtrics NPS via Salesforce
Agent workspace
Glean Agent
Execution path
One controlled line from run to recorded decision
01
Run
90-day, key event, or on demand
02
Score
Base scores plus signal modifiers
03
Notify
Slack DM links to Glean
04
Review
CSM inspects and can edit
05
Confirm
One-click Totango sync
Scoring dimensions
Five signals mapped to the REACH framework
Each dimension maps to customer data, producing an auditable scorecard based on concrete signals.
R
Relationships
Mapped the depth and breadth of customer relationships — number of engaged stakeholders, executive sponsor connections, and cross-functional touchpoints.
E
Engagement
Measured meaningful interaction patterns beyond logins: feature exploration, training participation, Gong call cadence, and proactive support outreach.
A
Actions
Captured small expansion signals: feature requests in support tickets, org changes in Salesforce, budget cycle timing, and champion tenure shifts.
C
Customer Value
Scored how effectively CSMs demonstrated measurable ROI: QBR completion rate, documented business outcomes, NPS trajectory, and executive meeting frequency.
H
Horizons
Assessed expansion opportunity: white-space ARR, product tier ceiling, upsell signal recency from Gong calls, and customer headcount growth.
Scoring contract
Fixed weights make the composite explainable
Each dimension uses a base score plus additive modifiers tied to concrete signals. The composite and its action band remain visible to the reviewer.
R×0.30 + E×0.20 + A×0.25 + C×0.15 + H×0.10
Green
≥ 75
Yellow
≥ 50
Orange
≥ 30
Red
< 30
Decision boundary
The score is proposed; the action is confirmed
A completed run produces a full scorecard, dimension breakdowns, and justifications in a linked Glean conversation. The CSM can edit before one-click Totango import, and the resulting score history remains visible over time.