One of the key elements of a comprehensive Customer Health system is how it relates to your Product(s). It tells you how well your Product is doing in terms of uptake, usage, and feature adoption (among a host of other things). Having an accurate picture of your Product’s health enables you to make better decisions about your roadmap and intervene with customers when things start to slip.
But how do you actually measure Product health? Like all the health metrics, it's a simple idea, but the detail can often cause confusion; Let’s clear that up today with a very straightforward sequence you can follow to set up a basic Product health feed into your Health System.
As always, you can contact me if directly if you have any questions or need any help!
Start with a question
Ask yourself what "good" looks like; Is it regular logins, specific feature usage, or something else?
Come up with some key metrics, but start with something simple, like the Number of Logins or Use of Features.
Create a scoring system
Build a Red/Amber/Green system and include each key health metric.
Set up thresholds for each element, so when the data changes, the score changes too.
Define your data points
Work with your Product team to find out which data points correlate to each metric.
It's important to start with what you want, and work backward - you might not get all the data you want on the first go, but that’s OK!
Set your baseline
Obtain the data and calculate the score for each customer - this will act as your baseline for future scores and help you make adjustments to your thresholds later.
You will need to review your thresholds regularly!
Operationalize your data
Set up a regular feed from your Product, starting monthly. Use it to constantly update your Health Scores.
Decide what you will do with that data, and develop Playbooks for when the scores change!
Jamie's Top Tips
"Start with small, manageable amounts of data. There might be additional work required in the Product to get access to it."
"Make sure you consider & build health scores into your strategy - it's important that everything is aligned."
"Allocate resources to update scores and close the loop."