Actions: for Account Executives

The portlet shows whether there is something new happening in the application. By clicking on the action, a detail screen where you can check the details of the type of action you have been assigned. Here, you can see that all this is an action that was created by an Actionable Insights watcher. The system also generates an email alert every time a new action is assigned to you, so you can always stay on top of the game.

The action has an assigned due date, and it provides a description of what is required. In our example, there is a risk of churn that has been detected for a customer because of its decreasing revenue trend over the last month. As an account executive, you should check it out and take appropriate actions to decrease this risk.

In this scenario you see that your customer, has a revenue trend of 0.45 which is higher than what the detection rules are for the watcher: in this example case, 0.2.

To know more details about the action, you can open a dashboard directly on this action. The dashboard is part of the customer insights package and it was generated by the watcher.

For the purpose of this tutorial, we will assume that you are already familiar with Customer Insights and know what to look for. You clearly see that over the last year your revenue has been decreasing. The revenue regression is visible and something must be done to reduce that.

To do this, you have to know all you can about your customer. The place to check all relevant details is the Customer Insights dashboard where you can see complete information about the customer products portfolio.

You can use this dashboard to analyze your next steps, your actions that are viable as an account executive. So for example, you can see potential selling opportunities allowing you to create a quote for your good products, offer them to your customer to drive revenue.

You can also see this product’s health summary here as well. In our scenario, you will notice that there are several unhealthy products. For instance, some have a fairly high margin but are not selling as much. So something is not following the strategy. Given your role’s limitations, you may not be able to make the right decisions in this case, but what you can do is create an action for your Pricing Manager.

Note: This is a Customer Insights dashboard, so it will not be available to you unless you have it installed.

This comes in handy, if, for instance, in our scenario, you, the account executive, want to take it one step further and inform your Pricing Manager who has the rights to make pricing decisions, that there are some unhealthy products in the portfolio. To do so, you must click on the contextual Create Action button.

Your Pricing manager will get notified that there is an action pending for them to review. Simply click on the Add button to complete the action assignment. In the upcoming screen, under the Description tab, you will have the option to assign a due date, if you have forgotten to do so. (see second screen below)

The Pricing Manager will also have access to the dashboard you have created and thus have a full overview to complete the action. When you create the action, you will also have the option to assign it a due date which will improve efficiency in the decision-making process.

Let’s return to the action screen to see if there are any other actions assigned that need a resolution.

In this action, for instance, say you created a quote.

You can now add a note in the communication with your manager, and you can attach the quote through the documents tab.

For this action, upon taking the needed steps, creating the quote, notifying your manager, you can go ahead and mark this action as done. To do this, just click the corresponding button in the upper right corner.

To make sure that the system validated this request, you can go back to the action list and check that there is nothing pending. Nonetheless, the action will be archived under All Actions where if needed, you can reopen the action to see the summary and further details.

If you wish to see the action in detail, for whatever reason (further editing, checking etc), you can click directly on the available link.

You will be able to see what was the data scope on top of which the Watcher was running. You can also check the detection rules. You can also check how the action definition works, which users are notified, how and when.