Customer Health Index

January 12, 2022

It is a customer-centric framework to help businesses make better decisions.

Customer health index you can tell if an account is in good, bad or average health. Using this you know which accounts require attention.

How is CHI calculated?

Define scale. Depending on the decision spectrum it can be as simple as Red and Green or a weighted indicator from 0-100.
Define KPIs. There are many touchpoints for the customer with your business. Identify the KPIs that indicate health.
Assign Weights. Assign weights and formulas to calculate the index.
Collect the Data Weights. Collect all the relevant data in real-time. Platforms like Fibotalk help in this by ensuring no user action is missed in the product.

C-level usage
Login freq.
Stickiness: Time spent per feature (most sticky features)
Depth of usage: frequency of features
Spread: # of users from an account using the product
Upsell indicator: track all actions of users that indicate upgrade behavior
Stuck index: how many times users are referring to help sections and how late in the lifecycle.
Integrate with Customer Success tools

All the product data that you get from Fibotalk can be integrated with customer success platforms like Totango, Gainsight, and many others.