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Winning at Pitfall - Avoiding the Quicksand, Alligators, & Snakes as You Develop Your Customer Health Metrics at a Technical Company
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.
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