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The 10 Minute Business Analytics Podcast | Data Analytics, Big Data, Data Visualization, Data Warehousing
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EP17: Data Analytics to Assess Health of a Customer with Hal Halliday from Infusionsoft
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Outsourcing sales and customer support to a third-party is a common tactic for growing companies, but it can be quite unnerving. Are your customers and prospects being properly taken care of? Are your renewal and acquisition rates lower than they would be if your internal people handled it all? In one sense, that’s a classic what-if query. The problem is it’s almost impossible to know what customers and prospects would have done differently with different people. Infusionsoft, a Goldman Sachs backed company, tried an intriguing way to make those projections. They dubbed it a Customer Health Score and it looks at the number of logins, contacts added, tags created, appointments sought and more than a dozen other variables.
With us today to better understand this process is Hal Halladay, the chief people officer at InfusionSoft. Hal, how does exploring those metrics tell you what the customer or prospect would have done differently with different people?
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