Ra Stakeholder Change Detector

Stakeholder Change Detector

Monitors for stakeholder changes that could affect the customer relationship. Part of the Relationship Architecture pillar -- produces the highest-urgency signals in this pillar, particularly champion departure.

This is a detection and alerting skill. It identifies that a change happened. The CSM interprets the impact and decides the response. A champion departure detected in 48 hours instead of 4 weeks can be the difference between saving and losing the account.

When to Run

• Continuous: Monitors CRM contact updates and engagement pattern changes in real-time
• Scheduled: Weekly external scan (LinkedIn, if integration available) for role changes among key contacts
• Triggered: When a contact record changes in CRM or when an engagement pattern shifts suddenly

Core Execution Logic

Step 1: Monitor CRM-Based Signals (High Confidence)

Step 2: Monitor Engagement-Based Signals (Medium Confidence)

Step 3: Monitor External Signals (Variable Confidence)

If LinkedIn integration or similar service is available:

Important: LinkedIn data is lagging. A champion may have left 3 weeks before updating their profile. Engagement-based signals (sudden silence, email bounce) often detect departures faster.

Step 4: Classify and Score Change Impact

For each detected change, assess the impact on the account:

Step 5: Generate Alert

{
  "alert_id": "sc-2026-0089",
  "account_id": "string",
  "account_name": "Acme Corp",
  "change_type": "champion_departure",
  "severity": 5,
  "contact": {
    "name": "Jane Smith",
    "previous_role": "VP Product",
    "stakeholder_type": "champion",
    "detection_method": "linkedin_role_change",
    "detection_date": "2026-03-08",
    "estimated_departure_date": "2026-02-28",
    "new_employer": "Competitor X",
    "new_role": "VP Product"
  },
  "impact_assessment": {
    "account_arr": 85000,
    "days_to_renewal": 112,
    "other_active_contacts": 2,
    "single_threaded_risk": false,
    "health_score": 72,
    "health_trend": "declining",
    "relationship_breadth": "moderate -- 2 other active contacts but no executive coverage"
  },
  "correlated_signals": [
    "Usage declining for 3 weeks (bi-usage-monitor) -- may correlate with champion departure timeline",
    "No executive sponsor engaged (ra-stakeholder-mapper)"
  ],
  "recommended_actions": [
    "Identify replacement champion or sponsor immediately",
    "Reach out to remaining active contacts to confirm continuity and assess impact",
    "Update stakeholder map in ra-stakeholder-mapper",
    "Brief CSM manager -- champion departure at a mid-sized account approaching renewal",
    "Monitor for further engagement decline in the next 14 days"
  ],
  "urgency": "immediate",
  "routed_to": ["CSM: Jane Doe", "Manager: Mike Ross"]
}

Step 6: Track Change Lifecycle

Each stakeholder change follows a lifecycle:

Track time from detection to stabilisation. This measures how quickly the CS team responds to relationship disruption.

Handoff to Human

Confidence and Limitations

• High confidence for CRM-based detection (contact deactivated, role changed) -- structured data events with defined triggers
• Medium confidence for engagement-based detection (sudden silence, meeting delegates, response delays) -- behavioural patterns have multiple possible explanations. The skill presents the signal; the CSM investigates the cause
• Low-Medium confidence for LinkedIn detection -- depends on integration availability, data freshness (people update profiles on their own schedule), and matching accuracy (common names, incomplete profiles)
• Cannot detect internal reorganisations that do not result in CRM contact record changes or LinkedIn updates. Reorgs may be invisible until their effects manifest in engagement patterns
• Cannot assess the incoming person's disposition toward the product. A new VP might be a champion or a sceptic -- the classification only becomes clear through engagement
• Cannot detect departures that happen without any digital signal (contact leaves but email remains active during notice period, LinkedIn is not updated)
• Champion departure to a competitor (as in the example above) is a double signal: loss of the champion AND potential competitive intelligence gained by the competitor

Dependencies

Required:

• CRM API (contact records, activity data, field change events)
• ra-stakeholder-mapper (stakeholder classifications and coverage context)

Strongly recommended:

• Email integration (bounce detection, auto-reply detection)
• Calendar integration (meeting delegate pattern detection)
• ra-engagement-tracker (engagement pattern baselines for silence detection)
• bi-risk-detector (champion departure feeds as a risk signal -- the highest-severity signal in the system)

Optional but high-value:

• LinkedIn integration or stakeholder monitoring service (for external detection)

Downstream consumers:

• bi-risk-detector (champion departure and executive change as risk signals)
• ra-stakeholder-mapper (triggers stakeholder map update)
• ic-internal-notifier (routes change alerts to appropriate recipients)
• lo-renewal-manager (stakeholder change near renewal amplifies renewal risk)

References

• references/change-detection-methods.md -- Detection method details, confidence calibration, and false positive reduction strategies