Dashboard3 - Sentiment Analysis

[buechseli]

[buechseli]

This analysis combines three key metrics:

1. Verbatim feedback on the implementation experience
2. Subequent Renewal Behavior
3. Contract Value

Methodology:

1. Text analysis from comments/feedback regarding product deployment experience were categorized into a taxonomy using inductive analysis based on the frequency of co-occurrence of key themes

2. Themes were organized according to importance and main areas of intervention were identified, namely:

   Implementation Team (the perceived professionalism of team members) Project management (the experience during the meetings with milestones and deliverables) Product experience (the match/mismatch between expected and actual product experience) Thought Leadership (the knowledge displayed by team members about the product offering) User Enablement (the ability to transfer knowledge to key stakeholders in the customer account) Expense/Value (the ability to access the value proposition and generate ROI upon implementation) Specific Product Mentions (Product features that were mentioned/highlighted by name)

3. Within each main area, behaviors associated were mapped and assigned a score on a sentiment scale of -10 to 10

4. VOC Data was mapped to Sales/Renewal Data at the account level to quantify the financial impact

Findings: Customer Experience Priority:

• Highest priority area for customer experience: Interaction with the "Implementation Team"

• Significantly higher proportion (+10%) of positive comments for customer feedback in this area.

  Sentiment Analysis for Implementation Team:

• Behaviors driving the highest value for upsell (calculated as avg. Renewal ACV per account):

  1. Showing Responsiveness (1.3M Avg. Renewal ACV)
  2. Meeting Timelines (0.8M Avg. Renewal ACV)

  Summary: The Implementation Team (professionalism) plays a crucial role in driving renewal behavior, specifically showing responsiveness and meeting timelines: These moments contribute to customer confidence in extending their relationship with the company. Resulting in further areas of investment and establishing a long-term partnership (renewal behavior).