Nick Mehta et al.Customer Success, 2016
A composite indicator — usage, engagement, support signals, sentiment, advocacy — that predicts the future behaviour of a customer the way a credit score predicts repayment.
Lincoln MurphySixteen Ventures
Health should be measured against progress toward the customer's desired outcome, not merely product activity — activity without outcome is a false positive.
The EclipseFrontiers® LensMeasure progress toward their outcome, not affection for your product.