The Status Quo
I've spoke with over 100 capable and knowledgeable Customer Success professionals, across industries from startups to Fortune 500 companies. After that, it’s clear that there ceases to be an accurate methodology to producing a customer health score, let alone a predictive one.
We’ve empathized with well-intentioned professionals who have no options but to work with reactive customer scoring. They’re forced to rely on subjective scoring often after few-and-far in between customer interactions, resulting in a laggard, subjective score and leaving the time in between unaccounted for. During that time, there may have been a discrepancy between your service and the customer’s goals. The customer may have already disengaged, considered alternative providers, and stopped using your product due to a resolvable matter.
Customer Success Managers are faced everyday to choose between spending time in front of their customers or spending hours digging through customer data to understand what’s going on with every account. They often choose the former as it's just not feasible or possible to go through the details of every account. Often, CSM's can only prioritize the loudest, largest, or upcoming renewing accounts and overlook valuable customers who require immediate attention. But what if Customer Success Managers didn’t have to choose?
Changing the Game
Adaptive Pulse is helping with those difficult choices and changing the status quo by enabling Customer Success Managers to succeed with every account through intelligent scoring. We’ve built proprietary machine learning models that provide predictive scoring that includes both qualitative and quantitative customer data points for a comprehensive score from one single source of truth.
By creating a single source of truth, often leveraging a data warehouse and pipeline, and customer intelligence, we provide not only an intelligent health score but all the relevant customer like activity and interactions. We save our users up to 10 hours week by automatically providing critical customer insights for CSM's to act on immediately. Our users are notified just-in-time and always have access to the who and when a customer is at risk or ready to expand and the what and what now to increase retention in their accounts.
Our scores help create new or optimize current customer journeys for companies, across their tiers and help them understand the factors that contribute and define their customers, their journeys, and how to better retain them. We automatically pull the fields that correlate with customer retention, and include custom fields that pertain to each specific organization or industry to generate a real-time health score. Our machine learning models use this scoring for each customer segment and apply the retention scoring from historical data to predict retention outcomes for current and future customers in similar segments.
We have and continue to replace the dated, manual, and subjective scoring of companies who prioritize becoming data-driven, customer-centric, and proactive towards their customer retention efforts.