32 lines
1.2 KiB
Markdown
32 lines
1.2 KiB
Markdown
---
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name: customer-insights
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description: Use when consolidating product usage, health, and sentiment signals for
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lifecycle programs.
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---
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# Customer Insights & Telemetry Skill
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## When to Use
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- Building segment-specific lifecycle journeys.
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- Prioritizing accounts for adoption help, expansion offers, or advocacy invites.
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- Diagnosing churn/retention risks and surfacing insights to CS + product.
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## Framework
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1. **Signals Stack** – product usage, engagement, sentiment, commercial, health composite.
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2. **Data Plumbing** – define sources (warehouse, product analytics, CS tools) and refresh cadence.
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3. **Normalization** – align account/user IDs, tag personas/verticals.
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4. **Insight Delivery** – dashboards + alerts to lifecycle, CS, product teams.
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5. **Closed Loop** – track outcomes (expansion booked, churn prevented, advocacy activated).
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## Templates
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- Health score schema (dimensions, weight, threshold, owner).
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- Insight brief (observation, impact, recommended play, owner, due date).
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- Data dictionary for lifecycle dashboards.
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## Tips
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- Keep manual notes from CSMs in sync with telemetry to avoid blind spots.
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- Tag signals by persona/vertical for more precise plays.
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- Automate distribution via Slack/email alerts tied to triggers.
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---
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