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The Jackie Group

Customer Lifecycle Intelligence

Bring the whole customer relationship
into focus.

See what’s working. Build what’s next. JACKIE connects the information across your
systems and teams to inform decisions about delivery, retention, and expansion.

Customer records

  • Accounts and contracts
  • Revenue and opportunities
  • Stakeholder relationships
  • Account history

Delivery & support

  • Project milestones
  • Service performance
  • Issues and escalations
  • Support activity

Customer & team perspectives

  • Discovery interviews
  • Customer feedback
  • Internal observations
  • Strategic priorities
Fictional demonstration account

Customer overview

Add note
OverviewDeliveryRelationshipTeam perspectiveGrowthActivity

Delivery Performance vs. Customer Confidence

Delivery performanceCustomer confidence
92%↓JulAugSepOct

92% on time. Confidence declining.

Confidence shown as a qualitative trend.

Account intelligence

Account health
Emerging relationship risk
Delivery performance
92% of milestones on timeService activity on track
Relationship intelligence
Customer confidence decliningStrategic engagement ↓
Executive coverage needs attention
Growth potential
Additional service need identifiedValidate priorities with leadership

Recent evidence

Milestone performanceDelivery records
Unmet expectationsDiscovery interviews
Strategic engagementRelationship activity

Findings & next steps

Customer confidence is declining despite on-time delivery

Delivery milestones remain on track, but discovery interviews and relationship activity reveal unmet expectations and declining customer confidence.

Supporting evidence

92% of milestones delivered on timeDelivery records
Unmet expectations identifiedDiscovery interviews
Strategic engagement decliningRelationship activity

Recommended actions

  1. Validate concerns with customer leadership.
  2. Identify gaps between delivery and expectations.
  3. Establish a relationship recovery plan.
  • Journey
  • Alignment
  • Connection
  • Knowledge
  • Impact
  • Expansion

Diagnose & Implement

Diagnose the gaps. Build the structure. Strengthen what comes next.

Explore The Work

Built for life sciences

  • Service Providers
  • CROs
  • Site Networks

What needs to work better?

Start with the challenge in front of you.

Let’s talk