Using Product Data to Determine Customer Health

Looking Beyond CSM Sentiment

Even if you track customer health, you may have an incomplete view of your customers. Rachel Sakurai talks about adding to Workfront’s CS metrics to get a better view of her customers and how Workfront uses the data to improve the insights gained about each account and guide the interactions they have with each customer to improve outcomes . 

In this presentation you will learn: 

  • How Workfront incorporated more metrics to create a more comprehensive Customer Health evaluation. 
  • The BDF Framework  (Breadth/ Depth /Frequency) for evaluating Customer Health 
  • How to apply BDF data into your day-to-day business operation  

Video Transcript

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Rachel Sakurai
Sr Business Operations Analyst , Workfront
Customer Success Summit 2019 - Team Edition NYC
“It has been really successful for us, for our CSMs, to have those more strategic conversations"
Rachel Sakurai
Sr Business Operations Analyst , Workfront