Closing the loop on an account level will lead to a higher retention rate. Account metrics give your clients' collective perspective towards your company, provided the customers are spread across organizational levels.
Directions
Communicating results to the entire team via email or any communication vector. Keep relevant teams informed of all feedback and activities around feedback.
Closing the loop on an account level can also be done in a business review, addressing the account's sentiments and opportunities. This ensures feedback circulation and builds internal awareness on customer sentiment throughout the organization.
Always ensure that business reviews are carried out on a quarterly basis. This way there is a set agenda for strategic discussions and no opportunities are missed or delayed.
Set an agenda that is focused on account targets, goals and Initiatives so this data can be utilised alongside this.
Use the KPI Summary widget to monitor and report on specific KPIs. Filter the information by loyalty (Detractor, Promoter and Passive) to view the metrics for a specific loyalty. Example - See KPI Summary for Passives from the state California.
Ensure key members of the team are involved including decision makers and senior management. Collective feedback on your product/service from your accounts should also include the feedback of senior management of that account. While sometimes the frontline is happy, it can be possible that senior management are not really bought in (or vice versa). This can leave you wondering why there was a churn.