Stakeholder relationships

The Stakeholder relationships matrix shows recent engagement between each team member and each customer stakeholder. Cust calculates a separate score for each pair using email, meeting, and call activity recorded during the past 90 days.

Open a company, select People, and find Stakeholder relationships. Rows represent stakeholders and columns represent team members. Hover over a dot to see its rating, or click it to inspect the contributing interactions.

Read the rating

The rating measures the amount, type, and recency of recorded engagement. It does not assess the sentiment of a conversation or establish whether a stakeholder is satisfied. Conversations outside the data available to Cust do not contribute.

See the interactions behind a score

Click a dot to open the interaction list for that team member and stakeholder. Each row shows the interaction's type, title, and latest contributing activity date. Select an interaction title to open its details.

Open an interaction to read the emails or review the meeting or call behind the rating.

The list groups activity by interaction. An email thread appears once even when several messages in it contribute to the score. The panel shows the supporting conversations; the calculation below explains how their activity adds up.

Example: an Average relationship

In this example, team member Alex Morgan has a meeting and an email conversation with Jamie Chen, a stakeholder at Northstar. All activity takes place within the 14 days before the score is viewed:

All three activities receive their full weight because they are recent. The total of 19 gives an Average rating. Clicking the dot shows two interactions: Monthly progress review and Next steps from our progress review. The email thread appears once and contains both contributing messages.

How the score is calculated

Cust gives each qualifying activity a base value, reduces its weight as it ages, then adds the contributions for that pair. Outbound effort and incoming CC/BCC activity have separate caps.

1. Assign points to each activity

Email points are calculated per message between the sender and the relevant recipient. Simply appearing together on someone else's email does not create a direct exchange between two recipients.

Meetings contribute once their start time has passed, when both people are recorded as accepted participants. Cancelled meetings do not contribute. The score uses activity matched to a known team member and customer contact.

2. Adjust direct customer replies for speed

When Cust can match a direct customer reply to the team member's earlier email, it adjusts the usual 6 points:

A direct incoming email without a matched reply time contributes the standard 6 points.

3. Reduce the weight of older activity

For example, a meeting worth 10 points contributes 5 points when it is 40 days old. A score can decrease as activity ages, even if no new conversations occur.

4. Apply the caps and add the total

After the age adjustment, Cust adds each category separately:

• Outbound effort: up to 15 points in total.
• Passive activity: up to 20 points in total.
• Direct engagement: all contributing points, with no category cap.

The relationship score is the sum of these three values. It is a points total, not a percentage or a score out of 100.

Check an unexpectedly low or blank score

For a low score, click the dot and check the dates and participants in its interaction list. For a blank cell, check the company's Interactions timeline. Activity may have aged out, the stakeholder may only have been copied on an email, or a meeting participant may not have accepted the invitation.

If an expected conversation is missing, check that its source is connected, the interaction has synced to the right company, and its participants match the correct people. See Email and calendar, Calls, and the company's Interactions timeline for the available data.