Account Experience | CustomerGauge Account Experience

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Account ExperienceTM—Avoid The Pain of Losing a Million Dollar Account


Take a look at your top three accounts. Now imagine one of those accounts churned tomorrow. That feeling in the pit of your stomach—you never want to feel that again. The good news? You don’t have to. Say hello to Account ExperienceTM, where B2B CX ingenuity meets intelligent growth.

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Account Voice


With our best-in-breed Monetized Net Promoter® technology and powerful reporting suite, you can automate survey delivery, route powerful insights, prioritize follow-up and monetize your account base.

Accountvoice2

Voice of the Account, Unified

Get The Full View of Your Account Feedback
Prioritized Account Focus Survey Builder & Reporting Suite Text & Sentiment Analysis Driver & Revenue Analysis
  • Prioritized Account Focus

    • Say goodbye to endless customer reports and focus on what matters most. Combat churn with a holistic, organized view of the accounts that need your immediate attention—and have the biggest impact on your bottom line.

      Contact Management
      Revenue & Lifetime Value Ranking
      Account Listing
  • Survey Builder & Reporting Suite

    • Ask your way—and then dig deep into the data. With our state-of-the-art Survey Builder and reporting suite, you can automate customizable survey campaigns across channels to collect feedback that breeds actionable insight.

      NPS
      eNPS
      CSAT
      CES
  • Text & Sentiment Analysis

    • Bring structure to the unstructured chaos of your customer data with CustomerGauge text analytics and sentiment analysis. Add richer narratives to account feedback and dig deeper into the reasons behind scores to tell the story in your data.

      Tag Frequency vs. NPS
      Neural Networks & Machine Learning
      Tag Library
  • Driver & Revenue Analysis

    • Go beyond the root cause of an NPS score and uncover the hidden financial value of drivers. Analyze what areas are important to high revenue customers and what to do to stay ahead of the churn that will impact your bottom line most.

      CX & Revenue Reporting
      Touchpoint Analysis
      Campaign Tracking

Prioritized Account Focus

Say goodbye to endless customer reports and focus on what matters most. Combat churn with a holistic, organized view of the accounts that need your immediate attention—and have the biggest impact on your bottom line.

Contact Management
Revenue & Lifetime Value Ranking
Account Listing

Survey Builder & Reporting Suite

Ask your way—and then dig deep into the data. With our state-of-the-art Survey Builder and reporting suite, you can automate customizable survey campaigns across channels to collect feedback that breeds actionable insight.

NPS
eNPS
CSAT
CES

Text & Sentiment Analysis

Bring structure to the unstructured chaos of your customer data with CustomerGauge text analytics and sentiment analysis. Add richer narratives to account feedback and dig deeper into the reasons behind scores to tell the story in your data.

Tag Frequency vs. NPS
Neural Networks & Machine Learning
Tag Library

Driver & Revenue Analysis

Go beyond the root cause of an NPS score and uncover the hidden financial value of drivers. Analyze what areas are important to high revenue customers and what to do to stay ahead of the churn that will impact your bottom line most.

CX & Revenue Reporting
Touchpoint Analysis
Campaign Tracking

Don’t Let Accounts Slip Through the Cracks

Insights and Tools Necessary to Rescue and Retain
Account-Level Drill Down Multi-Stakeholder Management Persona Views & Dashboards Closed Loop Workflows
  • Account-Level Drill Down

    • From bird's eye to up close & personal: Discover unique profiles on every account with access to stakeholder information, churn likelihood, coverage percentage, relevant drivers and so much more.

      Executive Snapshot
      Coverage & Reach
      Case Management
  • Multi-Stakeholder Management

    • Stakeholder sentiment can make or break a relationship. Understand your brand perception at every level of a client’s organization with the Organizational Chart view. Not only does this unique business review tool identify CX scores for each stakeholder, but highlights engagement gaps at vital contact levels.

      Business Review
      Key Contact Follow-Up
      Surveying
  • Persona Views & Dashboards

    • Your dashboard, your way. Get the right information in front of the right people—from program directors to the Chief Revenue Officer—with custom, role-based dashboards. View NPS scores, response rates, retention, churn, text analytics, and more.

      Hierarchy-Based Views
      Permission-Based
      Single-Sign On
  • Closed Loop Workflows

    • Get to the heart of customer feedback with a complete, holistic view of your ongoing case management. Assign cases automatically, track statuses and time to close the loop, determine what drivers played a part, and much more.

      Closed Loop Rate
      Case Management
      Mobile Fire-Fighting

Account-Level Drill Down

From bird's eye to up close & personal: Discover unique profiles on every account with access to stakeholder information, churn likelihood, coverage percentage, relevant drivers and so much more.

Executive Snapshot
Coverage & Reach
Case Management

Multi-Stakeholder Management

Stakeholder sentiment can make or break a relationship. Understand your brand perception at every level of a client’s organization with the Organizational Chart view. Not only does this unique business review tool identify CX scores for each stakeholder, but highlights engagement gaps at vital contact levels.

Business Review
Key Contact Follow-Up
Surveying

Persona Views & Dashboards

Your dashboard, your way. Get the right information in front of the right people—from program directors to the Chief Revenue Officer—with custom, role-based dashboards. View NPS scores, response rates, retention, churn, text analytics, and more.

Hierarchy-Based Views
Permission-Based
Single-Sign On

Closed Loop Workflows

Get to the heart of customer feedback with a complete, holistic view of your ongoing case management. Assign cases automatically, track statuses and time to close the loop, determine what drivers played a part, and much more.

Closed Loop Rate
Case Management
Mobile Fire-Fighting

Account Intelligence


Find growth in all the right places with cutting-edge technologies that predict churn, identify opportunities and track retention revenue with precision.

Account Intell2 1

See the Story in Your Data with Account Vitals

The Narrative of Your Account Begins and Ends with One Thing: Data
Activity Timeline Churn Likelihood and Recommended Actions
  • Activity Timeline

    • Breakdown the data silos and get the information you need to predict churn before it happens! Track the health of account relationships with a 360-degree view of your engagement—from support ticket systems to business reviews to CRM activities. All in one place.

      Easy Data Integrations
      Monthly View
      Revenue Ranking
  • Churn Likelihood and Recommended Actions

    • Predict and prescribe: Take your account management and customer success to the next level with sophisticated churn likelihood tracking and prescriptive follow-up.

      Churn Tracking
      Intelligent Action Planning
      Closed Loop Follow-Up

Activity Timeline

Breakdown the data silos and get the information you need to predict churn before it happens! Track the health of account relationships with a 360-degree view of your engagement—from support ticket systems to business reviews to CRM activities. All in one place.

Easy Data Integrations
Monthly View
Revenue Ranking

Churn Likelihood and Recommended Actions

Predict and prescribe: Take your account management and customer success to the next level with sophisticated churn likelihood tracking and prescriptive follow-up.

Churn Tracking
Intelligent Action Planning
Closed Loop Follow-Up

Don’t Be Another Churn Statistic

Discover the Ultimate Retention Suite
Customers Gained/Lost Tracking Account SWOT—Risk Assessment Net Retention Tracking
  • Customers Gained/Lost Tracking

    • All customers are valuable, but not all are worth the same value. Get real-time updates on revenue vs. customer gained/lost over time and track the accumulated retention against your targets.

      Revenue vs. Account
      Accumulated Retention
      Retention Targets
  • Account SWOT—Risk Assessment

    • SWOT analysis offers a specialized view of your plotted at-risk, high-value accounts so you can quickly trigger closed loop actions and save your clients.

      NPS vs. Revenue View
      Top Accounts
      Top Detractor Reasons
  • Net Retention Tracking

    • Understand how retention gains and losses impact the bottom line performance of your company—from down-sell indicators to revenue opportunities and growth over time.

      Retention Overtime
      Up-sell, Cross-sell, Down-sell
      Revenue Churn

Customers Gained/Lost Tracking

All customers are valuable, but not all are worth the same value. Get real-time updates on revenue vs. customer gained/lost over time and track the accumulated retention against your targets.

Revenue vs. Account
Accumulated Retention
Retention Targets

Account SWOT—Risk Assessment

SWOT analysis offers a specialized view of your plotted at-risk, high-value accounts so you can quickly trigger closed loop actions and save your clients.

NPS vs. Revenue View
Top Accounts
Top Detractor Reasons

Net Retention Tracking

Understand how retention gains and losses impact the bottom line performance of your company—from down-sell indicators to revenue opportunities and growth over time.

Retention Overtime
Up-sell, Cross-sell, Down-sell
Revenue Churn

Growth 2.0

Advanced CX Technologies for the Advanced Enterprise
Predictive Analytics Customer Lifecycle Report Account SWOT—Opportunity Tracking
  • Predictive Analytics

    • What if you could determine how 1 NPS point impacted your bottom line? With the Revenue Simulator, decision makers can set new targets based on hard data that puts CX and revenue into center focus.

      ROI of CX
      Strategic Planning
      Target Setting
  • Customer Lifecycle Report

    • Grounded in the Pareto Principle, the Customer Lifecycle Report offers a unique perspective on the sentiment and revenue distribution of your top 80% and bottom 20% of accounts. Identify which areas of your retention revenue are at risk or require greater investigation.

      Account Growth Strategy
      Climbers & Fallers
      Revenue Opportunities
  • Account SWOT—Opportunity Tracking

    • This dual-purpose feature not only identifies at-risk accounts, but opportunities and areas for revenue growth. Pinpoint new revenue streams and track your progress against targets.

      Up-sell
      Cross-sell
      Referral Marketing

Predictive Analytics

What if you could determine how 1 NPS point impacted your bottom line? With the Revenue Simulator, decision makers can set new targets based on hard data that puts CX and revenue into center focus.

ROI of CX
Strategic Planning
Target Setting

Customer Lifecycle Report

Grounded in the Pareto Principle, the Customer Lifecycle Report offers a unique perspective on the sentiment and revenue distribution of your top 80% and bottom 20% of accounts. Identify which areas of your retention revenue are at risk or require greater investigation.

Account Growth Strategy
Climbers & Fallers
Revenue Opportunities

Account SWOT—Opportunity Tracking

This dual-purpose feature not only identifies at-risk accounts, but opportunities and areas for revenue growth. Pinpoint new revenue streams and track your progress against targets.

Up-sell
Cross-sell
Referral Marketing

Amplify Voices. Build Confidence.

Create Trust in Prospects and Transparency with Employees
Dedicated Review Platform Digital Signage
  • Dedicated Review Platform

    • According to Northwestern University, 80% of reviews originate from follow-up emails by companies asking customers to refer or review their product/services. With CustomerGauge, embed review requests in your survey campaigns and harness the power of online reviews with your very own online review platform.

      NPS Surveys
      Thank You Email Campaign
      Ratings & Comments
  • Digital Signage

    • Use the Digital Signage tool to display comments and Net Promoter Scores directly on TVs, iPads, monitors, or web site for your company—or the public—to see in real-time.

Dedicated Review Platform

According to Northwestern University, 80% of reviews originate from follow-up emails by companies asking customers to refer or review their product/services. With CustomerGauge, embed review requests in your survey campaigns and harness the power of online reviews with your very own online review platform.

NPS Surveys
Thank You Email Campaign
Ratings & Comments

Digital Signage

Use the Digital Signage tool to display comments and Net Promoter Scores directly on TVs, iPads, monitors, or web site for your company—or the public—to see in real-time.

We Play Well with Others.


Hassle-Free Integrations.

Salesforce Hubspot Freshdesk Netsuite Oracle Zendesk Microsoft Dynamics Sugarcrm Bazaarvoice