Discovery – Custom, proprietary interviews across the organization defines what the organization thinks is happening with customers.
Data analysis – detailed statistically validated analysis of customer data defines what is actually happening with customers.
Capabilities road map– Current capabilities are compared to Predictive Customer Behavior Index™ standards. Best in class practices are identified along with gaps to standards.
Prioritized Projects – Gaps are compared to standards and data analysis. They are categorized into “Capability Gaps” and “Execution Gaps”. Both are performance gaps, but the approach to resolution is different. Each project is then scoped in a step by step plan to implement according to the best practices defined in the Predictive Customer Behavior Index™.
- Capability Gaps- these are capabilities that are missing or under perform for the organization’s size or growth trajectory.
- Execution Gaps – these gaps are identified by comparing the internal interview information with the customer data. The interview may have described the appropriate process, but the data demonstrated a gap in the execution (not being done in the way it was described). This requires different steps to resolve than Capability gaps as the problem is with the execution and not the capability itself.
Quick Wins: several small “just do it” items requiring less than 40 hours to complete but pack a powerful return for the effort.
Overall the Predictive Customer Behavior Index™ conservatively delivers over a $3 to $1 return on investment and establishes ongoing performance measures for Customer Success. This process helps the Head of customer success stay on track, providing a road map of capabilities that should be implemented as the organization grows.