# Engagement Drift Check

Ruff Justice | Recreated educational template

Investigate quieter engagement without assuming that silence means dissatisfaction.

## Change observed
What is different from the account’s normal pattern?

[Your notes]

## Benign explanations
Could seasonality, automation, staff changes, or incomplete tracking explain it?

[Your notes]

## Customer perspective
What does the customer say changed? When did you last confirm their priorities?

[Your notes]

## Current outcome
Is the existing success-plan outcome still relevant? What has replaced it?

[Your notes]

## Next useful step
What would the customer actually want to try or resolve?

[Your notes]

## Owner and evidence
Who will act, and what will show whether it helped?

[Your notes]

## Review decision
When will you continue, revise, or stop the proposed approach?

[Your notes]

## Use responsibly
Do not escalate or increase contact simply to improve an engagement metric. Match the response to a customer need.

Newly created for Ruff Justice. Not a former-employer document. Keep confidential information out of shared copies.

## When to use it
Use when meetings, workflow usage, or stakeholder participation change without a clear explanation.

## How to use it
1. Compare the observation with the customer’s usual pattern and check measurement quality.
2. Ask what changed in the customer’s priorities, team, or workflow.
3. Confirm a relevant outcome and a small next step, or acknowledge that the old use case no longer fits.

## Fictional worked example
a project ends and product activity declines. The CSM checks whether a new priority needs the product rather than treating the completed project as a failed adoption effort.

## Related case
The Slow Fade