Adobe Director Customer Strategy & Success • 7mo
Predictive models can be a powerful tool specially when you are managing the long tail of customers. However , CSM insight should complement use of predictive models for key accounts. While the algorithms can highlight patterns and give directional guidance to CSM's , the models cannot capture nuances like key stakeholder turnover, customer re-org's , customer sentiment , market trends or disruptions like the pandemic and geo political events. A hybrid approach can reflect both data driven ins ...Read More
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