Prioritization in five steps
Many Sales, CS, and Support team members manage a high volume of customers. These roles are usually filled by people who care about their customers and want to do right by them. But with only so many hours in the day, it's hard to determine the most impactful use of their time, which leads to a lot of reactive fire-fighting, vs strategic, prioritized action. Taking these steps can help.
5 Steps toward meaningful prioritization
1. Set clear team goals
By prioritizing your team's goals, they'll be better able to prioritize the right accounts and actions. What is most important to your team and business? Preventing churn? Boosting upsell or cross-sell? Delivering more value from your products and services? Of course, leaders want their customer-facing teams to do all of those things, but proactiveness starts with determining what’s most important to your business.
2. Clarify team member capacity
Are your team members realistically able to serve ten customers in a day, or three? What does a customer deliverable entail? When it comes to check-in meetings or emails, follow-ups, project management, or QBRs, how many actions, on average, can your team members achieve in a day? Helping your team recognize their boundaries will empower them to prioritize the highest impact actions within those boundaries.
3. Let Customer Intelligence guide priorities
Develop a daily workflow wherein your teams look to data-driven Customer Health scores to quickly and accurately see which customers need attention in line with team goals.
In involve.ai, team members can filter and sort, so as to see at-a-glance which customers - based on their team's goals - are their highest daily priority, and, based on the number of actions they can typically handle in a day, can determine which customers to focus on, and dive into data details that will guide appropriate actions.
For example, in the sample dashboard below, a CSM focused on churn-prevention who knows they can take around three customer actions per day might choose to focus on CVS, Cigna, and Costco over Marathon or General Motors, because they find the percent decrease in health score for those accounts alarming, and / or because the revenue for those accounts is higher.
4. Follow the data
Once team members have identified which customers to prioritize, they can open up additional details about those particular accounts' health and behavioral trends. In a system like involve.ai, AI-powered suggestions can even help users quickly convert to-dos into tasks on a project board.
5. Take action
Priorities set!! By focusing on goals, setting boundaries, and using an early warning system to let data determine the right actions for the right customers, team members have outlined a realistic set of impactful and proactive tasks for the day. Now they can start checking off their to-dos, building customer relationships, and watching their customers’ health scores rise.
Try it yourself!
See how involve.ai can help your customer-facing team members prioritize accounts and actions. Book a demo to learn more about our early warning system and talk to our team about a free pilot.