Escalation Post-Mortem Analysis

As VP Customer Success, I need to conduct a post-mortem on a resolved escalation.

Escalation Details:
- Customer: {{customer_name}}
- Issue: {{issue_summary}}
- Duration: {{resolution_time}}
- Outcome: {{outcome}}

Guide my reflection:

1. Detection Analysis:
- How was the issue first identified?
- Could we have detected it earlier?
- What warning signs did we miss?
- What monitoring would have helped?

2. Response Evaluation:
- How quickly did we mobilize?
- Was the right team engaged?
- Were escalation paths clear?
- What caused any delays?

3. Communication Assessment:
- How did customer feel kept informed?
- Were expectations set appropriately?
- Did internal communication work well?
- What updates were missing?

4. Resolution Review:
- Was the solution appropriate?
- Could we have resolved faster?
- Did we address root cause?
- Is recurrence prevented?

5. Relationship Impact:
- How is customer sentiment now?
- What did we do to rebuild trust?
- Are there lingering concerns?
- What follow-up is needed?

Summarize lessons learned and process improvements.