Managing numerous customer relationships has its challenges. One common challenge is having
a clear line of sight to individual
customer needs and the overall
health of the customer relationship.
The Account Health Dashboard is designed for business and sales leaders responsible for the retention and growth of numerous customer accounts. New business development may be the activity discussed most in business reviews, but renewals are equally or even more important to company performance.
The Account Health Dashboard was designed to leverage existing customer information to highlight the most relevant metrics and use triggers to prompt the right actions.
One software as a service company uses a customized version of the Account Health Dashboard to inform account managers of the health of the customer relationship prior to the renewal cycle. Here's how it works for them:
Information gathering: A customer relationship assessment is sent to the customer three to four months prior to the renewal time frame. The relationship assessment is designed to capture the customer’s feelings regarding the products, services, and people, and to identify future purchase intentions.
Analysis: The feedback received from the customer relationship assessment is combined with other sources of information, such as product usage, financial information, and service interactions. Using a variety of customer information, Walker runs analytical models to predict customer purchase behaviors and cross-selling opportunities.
Reporting and alerting: Prior to the renewal cycle, the account manager uses the Account Health Dashboard to have clear line of sight into the customer activities and anticipated behaviors. Equipped with this information, the account manager can address any customer concerns and help the customer make the best purchase decision during the renewal cycle.
For more information about the Account Health Dashboard, please fill out the information below and someone from Walker will be in contact with you shortly.
