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

See full list of CX Tips

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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