Hi,
returning from TSIA conference last week, and during a breakout session on how to drive customer adoption of your product, I realised that some of our health metrics where indeed focused on adoption and these are not neccessarily as important to the customer as measuring outcomes.. a
and so I am considering creating two scorecards for each customer (subject to segmentation)
- Adoption Scorecard
- Customer Health Scorecard
Intentions are that we can bring more metrics into measures but not dilute the impact of more as different alignment - Adoption is going to more focus during onboarding and Year 1 and then overides by measuring more of the value objections important to the customer… and any dip in adoption in Yr 2 - 3 can indicate a churn risk …
Has anyone else taken this approach ?
are there gotchas I am missing ?
BTW, these are metrics fed via Snowflake connection from our DW, no extra efforts by our CSM