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Artificial Intelligence (AI) has been revolutionizing industries for a long time, but it has finally taken the spotlight with ChatGPT making the use of AI mainstream. Now, not just enterprise leaders, but pretty much every business leader is evaluating how they can use AI to turbocharge their business.

Enterprises have been embracing digital wholesale, but they are still expanding their digital use case portfolio for customer management. What started as a high-touch people-only function is increasingly turning to technology to help create the type of experience that will improve customer retention and adoption. AI in particular has the potential to revolutionize customer success management, be it how account managers engage with customers to how Revenue leaders hit their KPIs.

If you are actively thinking about how you can leverage AI for customer management, then here are 3 possibilities that you can consider:

Interactions to Insights

Customer management relies heavily on engaging with customers, but most organizations are unfortunately not leveraging this rich data. The best account managers are those who engage with customers constantly, through calls, chat, or email.  Using AI, engagement data can be analyzed, and summarized for easy distribution, and predictive analytics models can be used to identify potential issues and opportunities before they arise. We at Intelo, have noticed a significant increase in customer satisfaction and retention rates by using this approach.

Predictive Analytics

One of the most significant ways AI and analytics are being used in customer success is through predictive analytics. Predictive analytics helps businesses predict future behavior by analyzing past behavior, identifying patterns, and using this data to anticipate future trends. By leveraging predictive analytics, account managers and leaders can better understand their customers and their needs, and provide proactive support to prevent issues before they arise.

Improved productivity using coaching and nudges

AI can be used to identify what are the actions and behaviors that account managers are taking which are either helping the business grow or causing a negative impact. These patterns and insights can then be used to send timely nudges as well as information nuggets to your account managers and leaders in the communication platform of their choice.

The possibilities for AI to revolutionize account management are vast. By leveraging AI, organizations can gain valuable insights from customer interactions, improve productivity, and ultimately create better customer experiences.  As we continue to witness rapid advancements in digital technology, it’s crucial for businesses to stay agile to remain competitive. We encourage organizations to explore the possibilities and embrace innovation to stay ahead of the curve. This is an exciting time to be at the forefront of customer success management and we look forward to seeing how AI and other emerging technologies will shape the future of customer management.

How do you feel your business can leverage AI to enhance customer management and stay ahead of the competition? Would love to hear your thoughts.

Also if you’re interested in learning more about how AI can help your business achieve better customer management, we’re here to help. Get in touch with us to learn more about and how we can help your organization unlock the power of AI for better business outcomes.

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