USER INTERFACE AND UNDERLYING DATA ANALYTICS FOR CUSTOMER SUCCESS MANAGEMENT

摘要

Approaches relating to customer service management for recurring revenue assets are described. A CSM application or other CSM software tool (or set of tools) can include features relating to customer lifecycles, product usage, and/or customer success, each of which can be monitored based on various analytical measures, metrics, indicators, etc. provided by one or more analytical engines. Systems, methods, computer program products, and the like are described.

主权项

1. A computer-implemented method for implementation by one or more data processors forming part of at least one computing device, the method comprising the one or more processors:
accessing, from one or more data sources, usage data quantifying underlying usage of products and/or services provided by a vendor organization to one or more customers, one or more representatives at the vendor having responsibility for accounts associated with the one or more customers; mapping the usage data to an indicator comprising one or more account health metrics representative of account health of the accounts, the one or more account health metrics relating to a probability of the one or more customers renewing service or maintenance contracts associated with the products and/or services; determining a value judgment for the indicator, the determining comprising comparing a current status of the one or more account health metrics to at least one value judgment criteria assigned to the indicator by an administrator at the vendor; and providing a graphical user interface to a computing system for display on a display device, the graphical user interface comprising a visual depiction of the value judgment showing a status of the indicator.