Customer Success’s Guide to Customer Health

Customer Success’s Guide to Customer Health

Zero in on how you can monitor your own accounts in Heap - ensuring both delight and usage of your tool

About this course

At Heap, we believe that every team member can benefit from our analytics tool to make impactful, data informed decisions.

Understanding how adaptive, necessary and hectic the Customer Success (CS) life is, this course was designed with the CS team in mind. We will guide you through how to build your own reports to monitor your account’s adoption, usage and retention, all in under 30 minutes.

After this course, you will know how to build your own analysis modules to:

 Monitor adoption at a user and account level

 Monitor continued usage at a user and account level

 Understand the patterns of successful users and accounts

 Identify potential churn risks

 Arrive to conversations equipped with facts about an account's usage 

 

Curriculum30 min

  • About This Course
  • Course Intro 3 min
  • Foundational Framework and Reports
  • Framework Features to Get You Started 2 min
  • What Accounts Are Active 3 min
  • Who Are My Users 2 min
  • Depth of Usage Reports
  • What Features are Being Used 2 min
  • Who Isn't Following Through 3 min
  • What Leads to Usage of Key Event 2 min
  • Retention and Improved Adoption Reports
  • Who Is Most Likely To Take Action 3 min
  • Are Users Remaining Active 2 min
  • What Are My User Types 5 min
  • Course Wrap Up
  • Course Feedback
  • Course Wrap Up 1 min

About this course

At Heap, we believe that every team member can benefit from our analytics tool to make impactful, data informed decisions.

Understanding how adaptive, necessary and hectic the Customer Success (CS) life is, this course was designed with the CS team in mind. We will guide you through how to build your own reports to monitor your account’s adoption, usage and retention, all in under 30 minutes.

After this course, you will know how to build your own analysis modules to:

 Monitor adoption at a user and account level

 Monitor continued usage at a user and account level

 Understand the patterns of successful users and accounts

 Identify potential churn risks

 Arrive to conversations equipped with facts about an account's usage 

 

Curriculum30 min

  • About This Course
  • Course Intro 3 min
  • Foundational Framework and Reports
  • Framework Features to Get You Started 2 min
  • What Accounts Are Active 3 min
  • Who Are My Users 2 min
  • Depth of Usage Reports
  • What Features are Being Used 2 min
  • Who Isn't Following Through 3 min
  • What Leads to Usage of Key Event 2 min
  • Retention and Improved Adoption Reports
  • Who Is Most Likely To Take Action 3 min
  • Are Users Remaining Active 2 min
  • What Are My User Types 5 min
  • Course Wrap Up
  • Course Feedback
  • Course Wrap Up 1 min