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