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Thursday, October 20 • 2:00pm - 2:45pm
Influitive: Customer health measurement in the age of the customer LIMITED

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Limited Capacity seats available

Just as modern marketing means moving beyond 'company first' approaches and ‘the marketing machine’, we need to consider a similar approach to customer success. While current approaches – such as usage tracking and NPS surveys – may provide insight into specific metrics including churn (and look great in reports and dashboards) they do not provide a complete assessment of customer health.  A more comprehensive view of customer engagement and health accounts for customer behavior outside of direct interaction with the company or product. Advocacy is a strong example of that behavior. Analyzing customer interaction with peers - understanding the extent to which they are willing to publicly associate themselves with you - provides a more complete picture of customer health. It also creates insight into the lifetime value of your customers. In this talk, I will share findings based on our experience at Influitive and working with amazing organizations of various types, as well as an outlook on the evolution of customer health measurement in the 'age of the customer.'

Outline of points:
  • While product usage is important, it doesn't provide a complete picture
  • Neither do NPS or CSAT
  • All these metrics remain important as we build complete pictures of our customers
  • But, consider new ways to measure and leverage customer activity, such as advocacy
  • Introduce new opportunities, activities, and challenges, to enhance tracking and attribution

avatar for Jesse Goldman

Jesse Goldman

VP: Customer Success, Influitive
Jesse is VP of Customer Success at Influitive. His mission is to help existing and future customers unleash the power of advocacy to amplify the impact of their marketing and customer engagement efforts. Jesse joined Influitive from Salesforce, where he led customer success for the... Read More →

Thursday October 20, 2016 2:00pm - 2:45pm EDT
Charles River Ballroom 400 Soldiers Field Road, Boston, MA, 02134