![]() Population is the number of people using your app (aka users, seats, or licenses) at a given customer account. If they’re just opening the app and not managing tasks, that’s probably a sign of trouble. Make sure your usage rate isn’t just a measure of someone opening the appįor example, in a collaboration and productivity app, users should be creating and completing tasks regularly. When calculating your product usage rate, you have to do two things: 1. Product usage rate measures how often users engage with your product in some meaningful way over a set period of time. That's why product setup is a great metric to have in our customer health score. If a user does all these things, we know they’re getting value out of our product. how far a user has progressed in their adoption journeyĪt Vitally, we ask users to create Playbooks, set risk alarms, and integrate with other software. A percentage of the total steps available, i.e.how many implementation steps a customer has taken thus far There are two ways to look at product setup: Product setup (aka product adoption or product implementation) tracks the steps your customer needs to take to get full value from your product. Most likely, it's because they offer a mix of qualitative and quantitative inputs, which gives you a more holistic view of the customer. We looked at the data from hundreds of customer health scores and realized these KPIs occur commonly. We’re going to hijack that method and build an MVP health score using four metrics: We’ll use a simple three-step process to build a customer health score based on just four customer health “vital signs.” Step 1: Choose the metrics for your customer health scoreįor software developers, a minimum viable product (MVP) is the least complicated version of a product that can still provide value to its users. After all, your health score won’t be helpful if no one understands it. You can build a useful health score from a handful of inputs. We’ve seen some that include dozens of metrics. It also acts as a fortune-teller-predicting future customer behaviors like renewing or canceling subscriptions.Ĭustomer health scores can get pretty complicated. It gives you an overall idea of how healthy a customer’s relationship is with your product. It’s an index made up of several “vital” key performance indicators (KPIs). Even more, they acted as new data points that could be compared to previous vitals, making it easy for your doctor to find dangerous trends.Ī customer health score is similar. Those vital signs didn't make an exhaustive diagnostic but they gave your doctor a general idea of your health. While you were there, a nurse probably measured your body temperature, pulse rate, and respiration rate. If you want to understand customer health scores, think about your last doctor visit. ![]()
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