In an ideal world, we’d get an alert every time a customer was in the danger zone – their usage is starting to decline but there is still an opportunity to influence them. But real life is harder than that, and it’s not easy to generate graphs like the one above for every single customer. So what can you do?
Start by looking at people, rather than abstract graphs that measure things like pixels and pages. If 13 people start a trial of your product on a given day they are not all going to have the same definition of success. Four of themmight want to improve support, another five might be looking to boost conversions, while the last five might just want to send newsletters.
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