Introduction
Achieving consistent compliance and visibility across the customer journey requires continuous refinement based on data insights and feedback. By regularly analyzing compliance metrics and gathering feedback from CSMs and customers, your team can identify improvement areas and adjust strategies to better align with evolving customer needs. This article will guide you through setting up a framework for monitoring compliance data and using feedback to optimize compliance practices over time.
Step 1: Monitor Key Compliance and Visibility Metrics
Begin by tracking metrics that provide insights into how well your compliance and visibility strategies are functioning across each lifecycle stage.
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Compliance Rate by Stage: Track the percentage of customers meeting compliance checkpoints in each lifecycle stage, from Onboarding to Renewal. Use Scorecards to record compliance statuses, making it easy to monitor adherence rates for different stages.
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Time-to-Compliance: Measure the average time it takes for customers to reach compliance at each checkpoint. Extended time-to-compliance may indicate bottlenecks or unclear expectations. Use Dashboards to visualize this data, identifying stages where customers may need additional support.
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Escalation Frequency: Track how often accounts are escalated due to non-compliance issues. Frequent escalations in certain stages or segments could indicate a need to adjust compliance requirements. Use Timeline to document escalated cases and analyze trends.
Step 2: Gather Feedback from CSMs and Customers
Feedback from CSMs and customers offers valuable insights into the challenges they face in meeting compliance and visibility goals, enabling you to make data-driven adjustments.
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Conduct Internal Feedback Sessions with CSMs: Hold regular sessions with CSMs to discuss any challenges they encounter with enforcing compliance or addressing non-compliance. Use these insights to refine compliance metrics and remove obstacles. Capture feedback in Timeline, creating a record of observations for continuous improvement.
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Collect Customer Feedback on Compliance Processes: Use Surveys to gather feedback from customers about their experience with compliance checkpoints, onboarding milestones, and engagement requirements. This direct feedback helps you understand customer expectations and make compliance processes more user-friendly.
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Analyze Feedback to Identify Improvement Areas: Combine CSM and customer feedback to identify recurring issues in specific stages or segments. For example, if multiple customers report challenges completing onboarding tasks, consider simplifying these steps to improve compliance rates.
Step 3: Refine Compliance and Visibility Practices Based on Insights
Once you have gathered and analyzed data, refine your compliance and visibility strategies to ensure they remain effective and aligned with customer needs.
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Adjust Compliance Checkpoints and Thresholds: Based on data insights, modify compliance checkpoints, such as changing onboarding milestones or updating adoption requirements, to improve customer alignment. Use Scorecards and Rules Engine to implement new thresholds and ensure they reflect best practices based on recent trends.
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Update Playbooks and CTA Configurations: Refine playbooks and CTA settings to address the most common compliance challenges effectively. For example, add additional steps in playbooks for high non-compliance stages or adjust CTA triggers to prompt earlier intervention. Configure Playbooks and CTA Priority Settings for a more targeted approach.
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Implement Continuous Monitoring and Feedback Loops: Establish a regular cadence for reviewing compliance data and gathering feedback, such as monthly check-ins or quarterly reviews. This process allows you to make continuous adjustments and ensure your compliance strategies stay relevant. Use Dashboards to centralize metrics, providing a comprehensive view of compliance trends over time.
Next Steps for Success
With a process in place for refining compliance and visibility strategies, your team can ensure that each customer progresses smoothly through their journey. Continuously monitor data and feedback to keep your compliance practices aligned with evolving customer expectations and company goals.
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