Customer Success
Monitor account health, forecast demand, advise on order timing, and coordinate preventive action.
01 / At a glance
Making proactive service repeatable.
Adaeze Textiles is a Kano-based fabric and garment manufacturer in the supplied case scenario. Its customer, Balogun & Sons Schools Group, operates five schools and orders uniforms twice yearly.
The project explores how Adaeze could anticipate customer demand and provide proactive service across a growing account base. The group developed a proposed program and demonstrated elements of it through a HubSpot prototype.
What this work demonstrates
Customer risk identification, program design, CRM prototyping, and coordination between Customer Success and Support. This is shared training work, not a commercial client engagement.
Customer risk identification, program design, CRM prototyping, and coordination between Customer Success and Support. This is shared training work, not a commercial client engagement.
02 / The business challenge
Demand changed before the next order.
In the original scenario, CSM Ngozi Eze notices rising enrolment over three terms. Six weeks before the new term, she recommends a 15% increase in the next order and warns that production lead times have increased from three to five weeks.
The customer orders early. All five schools receive uniforms two weeks before resumption. Separately, Support arranges replacements within 48 hours following a sizing complaint.
The design question
How could Adaeze repeat this level of service without relying on one CSM to remember every customer’s ordering pattern?
These outcomes are part of the supplied scenario. They are not measured results of the group’s proposed program.
03 / Proposed program
Use customer signals to guide earlier action.
- Maintain the account picture
Track order history, enrolment, term dates, order readiness, and production lead times. - Investigate risk
Compare demand signals with ordering plans and review accounts requiring attention. - Agree on preventive action
Discuss quantities and timing with the customer, then coordinate with production. - Review the outcome
Track delivery and recurring issues to inform the next ordering cycle.
This operating process is proposed. The screenshots demonstrate prototype evidence; they do not establish that the complete process or automated outreach is live.
04 / Prototype evidence
A practical view of customer risk.
The HubSpot dashboard brings account signals into a shared view to support prioritisation. Each image below was extracted from the supplied presentation.
Spot changing demand
Enrolment comparisons help identify accounts where demand may have grown beyond the existing ordering plan. The CSM would validate that information before recommending quantities.
Prioritise projected exposure
The presentation reports 4,505 projected units of shortage across 15 simulated accounts. This is a modelled risk estimate, not an actual shortage or achieved saving. Forecast calculations and assumptions require validation before operational use.
Make prioritisation explicit
The prototype assigns initial weights to five dimensions of account health.
These weights require validation. An “at-risk” flag prompts investigation; it does not automatically mean the customer is unhappy. No scoring thresholds or predictive accuracy are claimed.
05 / Service ownership
Clear roles. Shared customer context.
Customer Support
Log complaints, investigate reported problems, arrange replacements, and track resolution.
Repeated sizing, quality, or delivery issues should inform the account review. That feedback connects immediate resolution with longer-term prevention.
06 / Validation & next steps
Test the program before scaling it.
The group produced a proposed framework and CRM prototype. Commercial impact has not been established. A pilot would need baseline data, clear ownership, and agreed measurement definitions.
Proposed measures
On-time delivery, preventable shortages, forecast accuracy, repeat orders, and support resolution time. These are proposed measures, with no invented targets or achieved improvements.
| Limitation | Proposed response |
|---|---|
| Incomplete data | Validate customer information and compare forecasts with order history. |
| CSM workload | Segment accounts and assess appropriate alerts. |
| CRM cost | Pilot with priority customers before wider rollout. |
| Forecast uncertainty | Use forecasts to support customer discussions. |
07 / Project credit
Evidence and attribution.
Developed by Accountability Group 4 during CSM/TAM training and submitted to Digital Witch Support Community. Adapted from the supplied 16-slide “Adaeze Textiles Limited(1).pptx” presentation.
The presentation does not specify individual responsibilities, so this portfolio credits the shared project rather than attributing all work to Richard. All project images are extracted from the source deck. Market claims without verified references have been omitted.