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

50CXTips6b_65

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

See full list of CX Tips

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.