Overview
- Gain deep visibility into key metrics such as last interaction day, ticket volume, resolution time, and more. Leverage these insights to make data-driven decisions, improve customer experiences, and maximize revenue potential.
- Discover the health of your customer accounts at a glance with the color-coded indicators in the Address Book interface, both in the Details tab and the Address Book table, empowering you to take immediate action and drive customer success.
- Tailor the Customer Health Indicator to your unique business needs with customizable calculation parameters. Define which conditions are more important with the weighting system to accurately assess customer health based on your specific goals and priorities. Note: Access to the Customer Health Indicator settings interface is permission-based (admin-only).
Customer Health Indicator in the Address Book
Settings
The Customer Health Indicator functionality is managed at the organizational level, offering administrators control over its activation and customization.
- Activation: Admin users can toggle the feature on or off for the entire organization via the Administration section, under Settings > Notifications & Indicators > Customer Health Indicator. By default, the feature is deactivated.
- Customization Options: Within the Customer Health Indicator settings, administrators possess the flexibility to tailor the calculation rules and conditions to suit organizational requirements.
- Admin users can selectively exclude specific conditions from the calculation process if required.
- Admin users can fine-tune condition parameters by selecting from predefined options that best reflect the organization’s standards.
- Admin users have the capability to adjust the weight, or importance, of each condition. This facilitates precise alignment of the calculation logic with the organization’s unique processes and priorities.
Customer Health Indicator Settings
Functionality
Customer Health Indicator in the Address Book
Once the Customer Health Indicator feature is enabled in your organization, you can leverage the following functionalities:
- Column Setup: Incorporate the Customer Health Indicator column into any of your column setups within the Address Book module. This enables you to visualize the health status of both your company and individual entries with color-coded indicators directly within the grid view. Hovering over a specific indicator in the column reveals a tooltip that highlights the conditions affecting the health of the corresponding entry, providing valuable insights into required action items.
- Advanced Search: Utilize the Customer Health Indicator as a search condition in the Advanced Search feature of the Address Book module. For instance, you can filter out all companies that are in an "At Risk" state to identify accounts requiring immediate attention or intervention.
- Details tab: Each company and individual entry has a Customer Health Indicator displayed under the entry’s address in the Details tab. Hovering over this indicator reveals a tooltip that highlights the specific conditions affecting the health status, providing valuable insights into required action items.
-
Notification Manager: Enhance visibility of account health changes by configuring health-based notifications. Set up notifications in the Notification Manager for the "Customer Health Indicator" system field, using Customer Health statuses ("Healthy", "Concerning", "At Risk") as condition parameters. For example, receive notifications whenever an Address Book entry transitions into the “Concerning” health state. This allows you to focus your efforts on addressing potential issues and implementing proactive measures to mitigate risks and safeguard customer relationships.
Customer Health Indicator in the Notification Manager
- Dashboards: Users can create a widget in the Dashboards interface to display customers in "At Risk" or "Concerning" states. You can make widgets clickable to easily open the Address Book with a filtered view of the respective accounts, allowing for quick access and timely interventions.
Customer Health Indicator in the Dashboards
Notes
Please note that the Customer Health Indicator is calculated twice a day. Therefore, there may be a delay in updating the Customer Health Indicator values for both – existing and new companies and individuals.
As you navigate through the dynamic landscape of customer relationships, may this tool be your guiding light, illuminating opportunities for growth and nurturing lasting connections.
Happy CRM-ing!
For assistance or to provide feedback, please contact our dedicated support team at support@maximizer.com.