I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely.  Please note particularly:

“Research indicates that about one-third of all service problems are caused by the customer.  As companies increasingly shift work to customers and incorporate more self-service technologies, customers will take on even greater responsibility for service quality. As a result, their failures will become more critical.”

The Fifth Third NextJob practice is one unconventional example of preventing a certain customer failure.  More specifically, Fifth Third is preventing their unemployed mortgage customers from losing their homes by helping them find their next job.