CX Tip #11: Predict and Preempt Obstacles to Customer Value

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CX Tip #11: Predict and Preempt Obstacles to Customer Value
(Customer Connectedness)

Thanks in part to sophisticated adoption measurement capabilities that allow Salesforce.com to monitor how customers are (or are not) using the product and individual features, account teams now have access to reporting and predictive analytics alerting them to which clients are on plan and which are struggling. The analysis provides a view into how the customer is doing relative to their individual deployment goals, industry peers, and ideal deployment paths based on Salesforce.com’s experience. Included with the analysis are suggested interventions for the account team to pursue with the client based on the current state. On a monthly basis, the company reviews at-risk customers to address anything that might contribute to attrition. Click for more info

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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