Does Engagement Have an Absolute Value?

July 28, 2017 Louise Philp

Does Engagement Have an Absolute Value?

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members.

Dear Louise,

We’re currently launching our Customer Success organization and thinking about what to consider an “engagement” and how to track accordingly. It seems that some customers are simply more vocal and engaged than others, how should we go about giving engagements an “absolute” value to be leveraged for success?

What matters is not the overall number of engagements, but the way trends change over time. You’ll need to start by tracking a wide variety of engagements, and numbers may vary greatly from one customer to the other. Once you’ve started tracking - compare the customers to themselves over time. Remember, engagements go both ways: customers engage with you, and you engage with them. 

Collect email, chat, tickets, and product usage. Over time, watch for these conditions:

  • The customer stopped talking to you. They used to send a lot of tickets, email you for questions and advice on a regular basis, but they suddenly stopped and went silent.
  • You’re not talking to them. Customers sometimes need a nudge to engage with you, did you stop trying?
  • They stopped logging in. Tracking monthly active users is the most straightforward way to keep track of product engagement.
  • They are submitting more/fewer tickets than they used to. Some customers engage with you by submitting more tickets, some, on the contrary, only do so when things aren’t going well.
  • They stop doing key actions on your platform.

On top of the above trends, keep an eye on:

  • Unanswered emails or tickets on your end. Did the customer reach out but your team failed at getting back to them?

  • Ignored emails on your customer’s end. Have you been trying to engage without success?

  • Long-standing open tickets. Did the customer submit a ticket which hasn’t yet been closed?

Keep track of all of the above in a spreadsheet or a Customer Success Platform like Amity. At least once a week, review these engagements to identify risk and opportunity. If you have a Customer Success Management platform, you should set up insights and reminders to identify risk, and feed all of the above into a health score.


Do you have questions you’d like to ask Louise? Send them to us over here.

See Amity in Action

About the Author

Louise Philp

Louise is the Chief Customer Officer at <a href="">Amity</a>. She spends the majority of her time working directly with Customer Success Managers and executives while onboarding, retaining, and growing them.

Follow on Twitter Follow on Linkedin Visit Website More Content by Louise Philp
Previous Article
Amity Fall 2017 Product Updates
Amity Fall 2017 Product Updates

What's new on the Amity Customer Success platform? Take a look below for a detailed rundown of Amity's newe...

Next Article
How to Get More From Your Net Promoter Score Program
How to Get More From Your Net Promoter Score Program

One reason why Customer Success teams pay close attention to NPS is that it can indicate an existing risk o...


First Name
Notification Frequency
Boom! You're All Set
Error - something went wrong!