Vertex Strategy Group — Intelligence Profile

Health Score

2/10

Confidence high

Signal consistency is strong across all four data sources — usage, CRM, email, and support all converge on a clear picture of disengagement, shallow adoption, and relationship gap, leaving little ambiguity in the risk assessment despite limited inbound data.

Account Narrative

Vertex Strategy Group is a high-risk renewal account showing significant disengagement across all signals. Usage has collapsed 69% month-over-month to effectively one active user, the primary contact James Wu has been unreachable for six weeks, and there is no executive or partner-level relationship established ahead of an October renewal. The account appears to be operating in a passive, low-engagement mode where the platform is not embedded in daily workflows, and no internal champion is visible.

Key Signals

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Login volume dropped 69% month-over-month, from 61 to 19 logins, with only 1 of 10 seats active in the last 30 days usage

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Primary contact James Wu has been non-responsive for 6+ weeks; no alternative contact or internal champion identified crm

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4 of 10 seats have never logged in since onboarding; adoption breadth is critically low usage

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Only 5 of 14 features have ever been used, indicating shallow platform integration usage

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James Wu stated budget decisions are made at the partner level, meaning CSM has no relationship with actual economic buyers crm

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No inbound email engagement in 4+ months; only outbound communication has been initiated by CSM email

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Support tickets have been low-volume, routine, and resolved without friction support

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Usage pattern is project-driven with burst activity, consistent with consulting workflows, meaning some silence may be structural rather than churn-indicative crm

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PowerPoint export feature was used and a ticket was raised to fix formatting, suggesting some workflow relevance for deliverable creation support

Expansion Opportunities

Position platform as a standardized deliverable-creation tool across project teams if PowerPoint export use case can be validated and socialized at the partner level low

The export-to-PowerPoint ticket suggests at least one user is attempting to integrate the platform into client deliverable workflows, which is a high-value use case for consultants and a potential stickiness driver

Risk Factors

Near-certain churn risk at October renewal due to contact blackout, single active user, and no partner-level relationship high

James Wu unreachable for 6 weeks, 1 of 10 seats active, no economic buyer engaged, renewal in approximately 5 months

No executive sponsor or partner-level champion; renewal decision will be made by people the CSM has never spoken to high

James explicitly stated budget decisions are at the partner level; no partner contact has ever been introduced or engaged

Platform not embedded in core workflows; project-based sporadic usage makes it easy to cut at renewal without operational disruption high

Only 5 of 14 features used, 4 seats never activated, usage drops to near-zero between project phases

CSM is operating with a single point of contact who is now unavailable, leaving the account with no internal visibility high

All CRM notes reference James Wu only; Nina Park's reply explicitly did not offer an alternative contact

69% usage decline in the last 30 days may signal the end of an active project phase with no new projects initiating platform use medium

Next Actions

Leadership this week

Escalate account to CSM leadership immediately and attempt to identify partner-level contacts at Vertex Strategy Group through LinkedIn or company website; prepare a brief executive outreach from a senior leader at your company to initiate a value review conversation outside of James Wu

CSM this week

Attempt direct outreach to Nina Park as an alternative internal contact; ask explicitly for a 20-minute call to ensure the account is set up for success ahead of renewal and request introduction to the partner responsible for technology decisions

CSM this month

Prepare a usage and ROI summary benchmarked against consulting firm peers to bring into any re-engagement conversation; quantify the PowerPoint export use case as a time-savings narrative relevant to client deliverable workflows

Sales this month

If no contact is established within 30 days, escalate formally as a churn risk and begin internal forecasting adjustment for this $54,000 contract ahead of the October renewal

CSM this month

If contact is re-established, propose a structured 60-day re-onboarding sprint tied to an active client project to rebuild usage habits and activate dormant seats before renewal discussions begin