How to Build an Effective Customer Health Model
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value? Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information. In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.