SEVEN DIMENSIONS OF MONETIZATION
Customer Account Management
This dimension focuses on the processes that help a customer manage their account with a company, make changes to their contracts, inquire about billing and obtain customer service.
What is Your Company's Maturity Level?
Ad-hoc
Customer service is provided via email and managed on paper. Manual changes to contracts are difficult and time-consuming. 100% agent-driven.
Structured
Customer service tickets can be submitted via a help desk or email. Changes to bills or contracts largely manual. Phone support available during working hours. Still mostly agent-driven.
Coordinated
Round-the-clock customer support via help desk, phone, email, chat, etc. Still need an agent to make contract changes. Rudimentary online portal gives limited status info.
Optimized
Customers fully manage their accounts online to update billing and change contracts. Agents available as needed. Solutions like knowledge base and FAQs available before contact with an agent.
The customer account management includes the following steps:
Customer service agents play a crucial role in providing assistance and support to customers. They help address inquiries, resolve issues and ensure customer satisfaction. Effective customer service agents prioritize responsive and effective communication with customers and maintain positive customer relationships.
Giving customers access to manage their own account empowers them with options to review their accounts, make payments and amend existing subscriptions or add new products and services. This element enhances customer convenience and reduces reliance (and expense) on customer service agents.
Making changes to contracts and billing accommodates customer requirements and ensures billing accuracy. Allowing customers to modify their subscriptions by making changes to payment methods or contract terms helps maintain flexibility and adaptability in the customer relationship.
Providing support for upselling and cross-selling opportunities allows businesses to maximize revenue potential by focusing on customer needs, recommending relevant offerings and facilitating the sales process. This helps drive customer growth and revenue expansion.
Key Takeaways
Effective customer account management strategies contribute to a positive customer experience, increased satisfaction and business growth.