Forward to: Client Success

Client Satisfaction
Analytics Workflows

Ten agent workflows for the Client Success team — client feedback monitoring, NPS tracking, engagement health scoring, retention risk intelligence, service recovery, client advocacy detection, experience benchmarking, relationship quality analysis, satisfaction driver mapping, and client lifetime value optimization — enabling proactive client management.

1Client Health Scoring

AI agent monitors client domain signals to generate comprehensive health scores — tracking financial stability, engagement satisfaction, expansion potential, and retention risk indicators.

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Score Client Health
/investors/press/careers/leadershipOpenPageRank
CLIENT HEALTH SCORES — TOP 50 ACCOUNTS ════════════════════════════════════════════════════════ Account Revenue NPS Expansion Risk Score megabank.com $8.2M 82 High Low 9.1 techgiant.com $5.6M 74 Medium Low 8.2 retailchain.com $3.8M 65 High Med 7.0 pharmagroup.com $3.1M 48 Low High 4.8 insureco.com $4.5M 38 Low High 3.9 CRITICAL ACTIONS: pharmagroup.com: NPS 48 + restructuring = retention risk insureco.com: NPS declined 20 pts — immediate intervention megabank.com: Expansion opportunity — cross-sell AI advisory

2NPS & Feedback Analysis

AI agent analyzes client satisfaction surveys, feedback data, and review platforms to track NPS trends, identify satisfaction drivers, and detect emerging issues.

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Analyze Client Feedback
/support/press/aboutOpenPageRank
NPS & FEEDBACK ANALYTICS ════════════════════════════════════════════════════════ OVERALL NPS: Current: 62 (industry avg: 55) Trend: -4 points from Q3 2025 Promoters: 48% | Passives: 32% | Detractors: 20% NPS BY PRACTICE: Strategy: 72 | Digital: 65 | AI/GenAI: 48 Cyber: 68 | Tax: 70 | Audit: 64 TOP SATISFACTION DRIVERS: 1. Quality of team members: 4.6/5 2. Industry expertise: 4.4/5 3. Responsiveness: 4.3/5 TOP DISSATISFACTION DRIVERS: 1. Value for money: 3.2/5 2. Project timeline adherence: 3.4/5 3. Knowledge transfer: 3.6/5

3Service Recovery Intelligence

AI agent detects early warning signs of client dissatisfaction and triggers proactive recovery actions before issues escalate to relationship damage.

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Trigger Service Recovery
/press/leadership/careersOpenPageRank
SERVICE RECOVERY INTELLIGENCE ════════════════════════════════════════════════════════ IMMEDIATE RECOVERY NEEDED: insureco.com — NPS: 38 (dropped from 58) /press: CEO publicly criticized consulting vendors /careers: Hiring internal strategy team Issue: Project delivered late + over budget RECOVERY PLAN: Partner call within 24 hours OFFER: Complimentary strategy session + dedicated account team EARLY WARNING SIGNS: retailchain.com — NPS: 65 (dropped from 72) /press: Hired competitor Deloitte for adjacent project SIGNAL: Client exploring alternatives — proactive check-in needed RECOVERY METRICS: Active recovery cases: 4 Successfully recovered (12 months): 12 of 16 (75%)

4Client Advocacy Detection

AI agent identifies client advocates — satisfied clients who actively recommend the firm, provide references, speak at events, or participate in case studies.

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Identify Client Advocates
/press/blog/eventsOpenPageRank
CLIENT ADVOCACY INTELLIGENCE ════════════════════════════════════════════════════════ ACTIVE ADVOCATES: megabank.com — NPS: 82 | Revenue: $8.2M CEO spoke at our conference | Provided 3 references this year SUPER ADVOCATE: Leverage for 2 prospect introductions techgiant.com — NPS: 74 | Revenue: $5.6M CIO participated in case study | Quoted in our marketing ADVOCATE: Ask for joint conference presentation ADVOCACY METRICS: Active advocates: 18 accounts References provided this year: 34 Referral revenue attributed: $12M Case studies published: 6 (target: 12)

5Experience Benchmarking

AI agent benchmarks client experience against competitors — tracking service delivery, communication practices, technology usage, and relationship management approaches.

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Benchmark Client Experience
/about/support/productsOpenPageRank
CLIENT EXPERIENCE BENCHMARKING ════════════════════════════════════════════════════════ Feature Our Firm Competitor Avg Best-in-Class Client portal Basic Advanced AI-powered Real-time reporting No 50% of firms Dashboards Mobile app No 30% of firms Full-featured AI-assisted insights No 25% of firms Embedded Feedback loops Quarterly Monthly Continuous CX GAPS: Client portal is below market standard No real-time project visibility — clients expect this RECOMMENDATION: Invest in AI-powered client portal

6Relationship Quality Analysis

AI agent analyzes the depth and breadth of client relationships — tracking touchpoints, executive access, multi-level engagement, and relationship concentration risks.

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Analyze Relationship Quality
/leadership/about/eventsOpenPageRank
RELATIONSHIP QUALITY ANALYSIS ════════════════════════════════════════════════════════ megabank.com — Relationship depth: DEEP C-suite relationships: 4 of 6 | Board access: Yes Multi-practice engagement: 3 practices | Tenure: 8 years STRONG: Broad, deep, multi-practice relationship retailchain.com — Relationship depth: SHALLOW C-suite relationships: 1 of 5 | Board access: No Single practice only | Tenure: 2 years RISK: Single-threaded relationship — champion departure = loss ACTION: Expand to 2+ C-suite contacts and second practice PORTFOLIO ANALYSIS: Deep relationships (3+ contacts): 22 accounts Shallow (single-threaded): 14 accounts ACTION: Prioritize relationship deepening for 14 accounts

7Client Lifetime Value Optimization

AI agent calculates and optimizes client lifetime value by analyzing engagement patterns, expansion trajectories, and retention probabilities across the client portfolio.

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Optimize Client Lifetime Value
/investors/press/aboutIAB Categories
CLIENT LIFETIME VALUE ANALYTICS ════════════════════════════════════════════════════════ Account Annual Rev CLV (5yr) Potential Gap megabank.com $8.2M $45M $65M $20M techgiant.com $5.6M $28M $42M $14M retailchain.com $3.8M $15M $30M $15M pharmagroup.com $3.1M $8M $25M $17M CLV OPTIMIZATION LEVERS: Cross-sell additional practices: +35% CLV avg Expand to new business units: +25% CLV avg Annual engagement model: +20% CLV avg PORTFOLIO CLV: Current total CLV: $480M Optimized CLV: $680M — $200M upside

8Competitive Encroachment Detection

AI agent monitors client domains for signs of competitor encroachment — new consulting vendor mentions, competitor case study appearances, and multi-vendor procurement signals.

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Detect Competitive Threats at Clients
/press/partners/careersOpenPageRank
COMPETITIVE ENCROACHMENT DETECTION ════════════════════════════════════════════════════════ ENCROACHMENT DETECTED: retailchain.com /press: Deloitte awarded digital commerce transformation /partners: New partnership with Accenture for cloud migration THREAT: Two competitors now embedded at our client ACTION: Schedule executive review — defend account pharmagroup.com /press: McKinsey quoted as "strategic advisor" in press release THREAT: McKinsey establishing presence — monitor closely ENCROACHMENT SUMMARY: Clients with competitor presence detected: 8 of 50 New competitor entries (90 days): 3 accounts Revenue at risk from encroachment: $18M

9Client Communication Optimization

AI agent monitors communication patterns and client engagement data to optimize touchpoint frequency, content relevance, and channel selection for each account.

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Optimize Client Communications
/blog/events/pressIAB Categories
COMMUNICATION OPTIMIZATION ════════════════════════════════════════════════════════ ENGAGEMENT ANALYSIS: Clients with monthly touchpoints: 68% Clients with no contact (60+ days): 12% Content engagement rate: 22% (industry avg: 35%) PERSONALIZATION INSIGHTS: megabank.com: Interests — AI governance, regulatory tech Send: AI governance whitepaper + fintech regulatory update retailchain.com: Interests — e-commerce, supply chain Send: Omnichannel retail report + supply chain case study QUICK WINS: Contact dormant accounts: 6 accounts need immediate outreach Personalize content: Est. +58% engagement rate

10Client Satisfaction Dashboard

AI agent synthesizes all client satisfaction intelligence into a dashboard — providing leadership with real-time visibility into portfolio health, retention risks, and advocacy opportunities.

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Generate Satisfaction Dashboard
/investors/press/aboutOpenPageRankIAB Categories
CLIENT SATISFACTION DASHBOARD — FEBRUARY 2026 ════════════════════════════════════════════════════════ OVERALL HEALTH: NPS: 62 (industry avg: 55) | Trend: -4 pts At-risk accounts: 4 ($18M revenue) Advocates: 18 accounts ($12M referral revenue) COMPETITIVE THREATS: Competitor encroachment: 8 accounts Revenue at risk: $18M from competitive threats
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Generate Client Satisfaction Report

Client Satisfaction Report — February 2026

EXECUTIVE SUMMARY ──────────────────────────────────────── Client accounts monitored: 50 strategic accounts Overall NPS: 62 (declined 4 points from Q3) At-risk accounts: 4 requiring immediate intervention Client advocates: 18 generating $12M in referrals KEY INSIGHTS NPS decline driven by AI practice delivery issues — timeline slippage and value perception. Four accounts require immediate recovery action. Competitive encroachment detected at 8 accounts. Client portal is below market standard — invest in AI-powered portal. Relationship deepening needed for 14 single-threaded accounts. Portfolio CLV has $200M upside potential.
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