Designing an Actionable Customer Health Model
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Transcript of Designing an Actionable Customer Health Model
Designing An Actionable Customer Health Model
About Me
• Director of Customer Operations at HelloSign• Almost 20 years in a customer-facing
role• Data junkie• Wife, Mom, and Fur-Mom
Get to know your customers
• Know your customers today and tomorrow• Do your research• Why’s before how’s
Corral your data
• Understand your systems• Understand your data• Understand what is crucial and
what is not• Corral into a common repository
Got Segmentation?
• Not all customers are created equal• Capitalize on the differences and
similarities• Best practices for
buckets/segments:• Business size• ARR/MRR• By Industry• Free vs. Paid
Identify Common Triggers
• Identify shared behaviors• Institute BEST practices to leverage the predictable
Think Company-Wide
• Identify your customer’s magic moment• Use insights to influence both
internal and external customers
You’re Missing Something
• Operate and iterate• Capture your “aha” moments
1. Get to know your customers2. Corral your data3. Segment4. Identify the common triggers to capitalize on5. Think company-wide6. Reevaluate and iterate
6 Things You Should Do When You Return To Work