{"id":809,"date":"2024-01-19T01:55:36","date_gmt":"2024-01-19T01:55:36","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=809"},"modified":"2025-01-12T05:13:39","modified_gmt":"2025-01-12T05:13:39","slug":"case-account-scorecards","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/case-account-scorecards\/","title":{"rendered":"Case – Account Scorecards"},"content":{"rendered":"
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NB Case Study Journey Map<\/div>
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Case Study: Verisk Claims CX Scorecard<\/p>\n<\/div><\/div>\n\n\n\n

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\"Verisk<\/figure>\n<\/div>\n\n\n\n

Verisk Analytics<\/p>\n\n\n\n

Sr. Manager CX Strategy<\/p>\n\n\n\n

2021 – 2023<\/p>\n\n\n\n

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Trends in Engineering Empathy<\/p>\n\n\n\n

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title<\/p>\n\n\n\n

78%<\/p>\n\n\n\n

of organizations report that customer data plays significant role in the CX they provide<\/p>\n<\/div>\n\n\n\n

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title<\/p>\n\n\n\n

30%<\/p>\n\n\n\n

of IT leaders report that use of technology is critical to success in attaining contextualized data for customer engagements<\/p>\n<\/div>\n\n\n\n

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title<\/p>\n\n\n\n

30%<\/p>\n\n\n\n

of Fortune 2000 will deploy next best action across their omni-channel environment<\/p>\n<\/div>\n\n\n\n

Source: IDC Spotlight – Empathic Service at Scale<\/p>\n\n\n\n

Adaptability<\/a>, <\/span>Agile<\/a>, <\/span>Business Strategy<\/a>, <\/span>Collaboration<\/a>, <\/span>Communication<\/a>, <\/span>Customer Service<\/a>, <\/span>CX Strategy<\/a>, <\/span>Human-Centered Design<\/a>, <\/span>Ideation<\/a>, <\/span>Journey Mapping<\/a>, <\/span>Lean Thinking<\/a>, <\/span>Sales Force<\/a>, <\/span>System Thinking<\/a>, <\/span>User Research<\/a>, <\/span>UX Strategy<\/a><\/div><\/div>\n<\/div>\n\n\n\n
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Account Scorecards: Measuring Customer Satisfaction<\/p>\n\n\n\n

Summary<\/p>\n\n\n\n

I created a customer health report\u2014a streamlined dashboard pulling data from over 80 sources like sales, IT, revenue, and customer feedback. This tool became a game-changer, helping us understand our customers better and strengthen those relationships for positive, lasting outcomes.<\/p>\n\n\n\n

Opportunity<\/p>\n\n\n\n

To keep customers happy, it\u2019s all about giving our leadership the tools to track what truly matters in every customer relationship. Without clear visibility into how we\u2019re performing against customer expectations and service agreements, it\u2019s impossible to deliver the standout experience they deserve.<\/p>\n\n\n\n

Challenges<\/p>\n\n\n\n

Pulling together accurate data from various sources can be tricky, right? It means connecting different systems, creating a unified data hub, and then ironing out inconsistencies to make sure everything lines up. But here\u2019s the upside: when we get it right, it\u2019s a game-changer for customer relationship management. Clean, reliable data helps us understand customers better, make smarter decisions, and build stronger, more personalized connections.<\/p>\n\n\n\n

Outcome<\/p>\n\n\n\n

I created an account scorecard that evolved into a dashboard, giving leadership a clear, data-driven view of customer relationship health. By collaborating with data intelligence teams, we built a reliable system to track key drivers of customer satisfaction\u2014like feedback, app performance, contact frequency, support trends, and spending patterns. Using these metrics, I helped establish scoring rules to calculate a single health score, updated almost in real time. This approach gave leadership a 360-degree perspective and the tools to act proactively, strengthening relationships and ensuring a top-notch customer experience.

This scorecard provided leadership with:<\/p>\n\n\n\n