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Developing Your Customer Health Metrics at a Technical Company - Bill Lapcevic

April 12, 2016

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At the surface, the idea of a metric of customer health seems simple. Are they using the product? But when you start peeling back that onion, you find layer after layer of information that makes up the health score for your customer. Can they use the product, are they trying to use the product, what are they doing with the product when they try to use it, and what is the prescriptive recommendation for each customer to make them strong/power users transforming their business. What's more, when you work for a Technically focused company,the effort to ALIGN the methodology with Product, Marketing, Sales, Field Technical teams, and most importantly the C-Suite can be a monumental challenge. We'll discuss: Developing the Point of View on Health for your company - when there are high powered competing visions The technical challenges of getting the right data, in the right form, to the right people, at the right time Why simple metrics get you 80% of the way there - but complex measurements make you a blackbelt How to evolve your Point of View over time to ensure full buy in from all constituents Some examples of how to tie the health metrics into action and drive positive outcomes that reduce churn

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