Transcript

In this video, you’ll learn best practices for choosing health indicators and common metrics for measurement. Major topics include criteria examples and lessons learned from iteration.

Customer health indicators refer to the metrics that make up a health definition within a health profile. Regardless of the type of health your company uses–Account Health or Multidimensional–the metrics you choose should align to the outcomes you want.

If you’re just starting out–or even if it’s time for a health tune-up–it’s best practice to first map the high-level indicators that are most important to your goals, and then think of the individual metrics that help measure.

Once you know what indicators are most important, you’ll likely have a long list. Now it’s time to refine!

As you learned in another video, one way to refine health criteria is to create different profiles for different account segmentations.

For example, product usage metrics may be particularly important indicators for customers in your Nurture stage. If an account suddenly stops consistently using your product, you’ll likely want to represent that within their overall health. But for accounts in the Onboarding stage, product usage may be less important to include in the health profile because they are just starting out.

Perhaps the most important consideration for how you choose health indicators–regardless of segment–is to keep them predictive, simple, and actionable. Let’s learn from a real-world example on the importance of iteration when it comes to choosing health indicators.