What tool should be used for an existing customer with a change in personnel or dark accounts?

The most suitable tool for addressing a change in personnel or dark accounts within an existing customer context is the heatmap. Heatmaps provide a visual representation of data that can illustrate customer engagement levels, resource allocation, and identify areas that need attention. When there is a transition in personnel, heatmaps can help quickly assess how changes may impact account dynamics and highlight potential opportunities or risks that may develop as a result.

Heatmaps also enable teams to pinpoint which accounts may not be fully utilizing their services (the so-called dark accounts) and prioritize outreach accordingly. This is critical in adapting to new personnel by understanding their existing engagement and tailoring communication and support based on visual metrics that reflect customer interactions.

The other options—BPA, SLR, and Skillet—serve different purposes. BPA (Business Process Automation) relates to automating business processes, SLR (Service Level Review) focuses on performance and service level metrics, and Skillet is generally a configuration management tool. While they can be valuable for various aspects of customer management or technical issues, they do not specifically address the strategic visual analysis of personnel change or customer engagement effectively as heatmaps do.