Feature Spotlight: Inside the Insights – Part 2

November 21, 2014 John Kennedy

Happy Friday!

I hope you have more insight about Insights after reading Part 1: Inside the Insights in last week’s Feature Spotlight. To recap: Amity automatically attaches labels to accounts when a special condition is met or an exception occurs. These labels are called Insights. Insights help your customer success team easily identify accounts that may require additional personal engagement. These same Insights contribute to the definition of your Relationship Health Scores, an important metric for SaaS businesses and customer success teams.

Amity calculates a Relationship Health Score which is a combination of various factors and measures that can be tracked to give a subjective and objective point of view. The Relationship Health Score serves as a visual identifier for customer success teams to quickly determine unhealthy customers. In Amity, Insights are a key input into the Relationship Health Score.

Feature Spotlight

Insights, as in the example below, can be combined and attributed to a value by the Administrator.

Feature Spotlight

If any of the values identified in the Insight become “true” the Relationship Health Score will be set to whatever Relationship Health Score value was triggered. A Relationship Health Score can have multiple Insight criteria, but only one condition needs to be met.

Feature Spotlight

Any values can be used to define your scoring scheme – numbers, colors, or letters. In the example above, we’ve used the stoplight metaphor of red, yellow or green and determined the Insights associated with each.

To demonstrate let’s take the No Activity Insight that we created in Part 1 and associate that to the Yellow Relationship Health Score.

  1. Click on the Settings app icon.
  2. Click on the Relationship Health in the sidebar menu.
  3. Locate the No Activity in the Unassigned Insights Table.
  4. Click on the drop down menu and select Yellow.
  5. The Insight will now appear in the Yellow/Early Warning Table.

Feature Spotlight

As you can see the Insights now appear in the table under “Yellow/Early Warning.”

Yellow Table 2014-11-21 at 4.21.03 PM

That’s it! You’ve defined the value for a score and associated the Insights to it.

By applying a relationship score to every customer, consistently and automatically, the results are extremely valuable to your company.

Have a great weekend and see you next week!


Feature Spotlight: Inside the Insights - Part 2
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