Managing Vulnerable Customers
- Daniel Layne
Accelerate provides a number of features that can be combined to manage vulnerable customers. Below is one suggested configuration, but there will be other ways to configure Accelerate depending on your specific requirements.
We suggest in this article that the configuration is done at opportunity level, as this will require the assessment to be completed every time a customer requires a new deal rather that only the first time you deal with the customer.
Opportunity Statuses
Edit your opportunity statuses to provide a workflow requiring your staff to explicitly assess whether a customer should be considered vulnerable. For example:
Ordinal | Status |
|
|---|---|---|
10 | New - Vuln Not Assessed |
|
20 | New - Vulnerability Assessed |
|
30 | Contacted |
|
… | … |
|
More details on opportunity statuses here:
Note that you may find it easier to edit your existing opportunity statuses using the Edit Statuses functionality button on the top right of the Opportunity Statuses region:
Opportunity Status Checklist
On your New - Vulnerability Assessed status, create a checklist with the items that you want assurance have been considered. This will prevent users moving to the status without reviewing, confirming and optionally responding to the checklist items.
The completion of checklist items is fully audited and reportable. More details on checklists here:
Highlight Note
If you identify that a customer should be considered vulnerable, add a highlight note to the relationship - this will ensure that whatever page is being used within the context of that relationship, a clear unambiguous warning will be displayed. Notes cannot be deleted, although a user may remove the highlight attribute, which should only be done if during a subsequent assessment, you identify that the customer is no longer vulnerable.
