I’ve written recently that MAU and DAU are the most important metrics for Customer Success.
I’ve received in an email with the following comment:
“How does MAU and DAU, which measure interactive consumption of a service, are applied to products and services that are inherently revenue share models such as Ad-Tech and Fin-Tech?”
That is a great question and I’d like to answer it in this post. For that purpose I will assume that I’m the VP of Customer Success of Google AdWords product. This product allows you to create online ads web or mobile that are displayed by Google and drive traffic (or people) to your website. Simple and genius at the same time 😉
This is the service – when you look for a “Fender Guitar” Google serves you with these ads
Here’s what an AdWords customer needs to do in order to present their ads, taken from the Google AdWords website.
Simple, success is guaranteed: create your ad, people see your ad on Google and you get more customers.
Well, not quite that simple. The customers are successful and see value if they get more customers. But for that they need to: create great ads, bid on the right keywords – basically continuously manage their ad spend and optimize the keywords and conversions.
The good new is that in this business, the customer’s ability to attract new online customers is clearly in the best interest of the ad business provider. In other words, as the VP of Customer Success of AdWords, I would do everything I can to make sure my customers are successful in attracting online customers thru my ad service.
So what are the metrics for success in this business? In other words what should I be measuring in order to know if my customers are successful or not?
I need simple and actionable metrics that my team can act, metrics that I can develop my success programs on.
A simple approach (good, we like simple!) to the key metrics of customer success in this use case would be to measure daily the following metrics:
- number of active ads
- money spent on ads (daily and overall budget)
- visitors (traffic)
And indeed these metrics are important. I would definitely keep track of those key metrics for every account in my AdWords business. The challenge, they are not very actionable. Changes in these numbers is more actionable once a baseline is established.
So, how MAU and DAU can help in this case?
Customers that really get the most of out AdWords, constantly bid on new keywords, optimize their ads. They do this by using the ad management feature set, they use the keyword search tools and most important, they review daily the spend, visitor and conversion reports.
Although there is one side of this business which does not involve the customer once ad is active, there is a lot of management and administration on the other side of the business that is very important for the success of the customer.
Buy tracking DAU on the administrative tools as a whole, and DAU on a per tool/module I will be able to have additional critical metrics that are all actionable and predictive:
- Account with daily use – takes ad spend seriously and has a very high growth potential
- Account with many people that are involved in the project manages probably multiple brands / products and for that reason, is responsible for a bigger ad budget.
- Customers that don’t add/change their ads nor ad new keywords and don’t look at the performance reports – don’t have a professional approach towards online ads.
I hope this post give you a better sense on how to use DAU and MAU for customer success programs for any business.
I’d like to be clear: Customer Health, is not designed to be a churn predictor. Think about yourself, going to a regular checkup at the doctor’s office. A good doctor will check your vital signs: blood pressure, height, weight and in some cases will ask for a blood test that goes deeper into various indications like body fat, cholesterol, vitamin deficiency and so on.
A checkup is not designed necessarily to determine if I’m going to die this year or not. I’ve recently lost 20 pounds since my doctor noticed my extra weight and discovered fat in my blood.
I’ve changed my diet, became vegetarian cut back heavily on alcohol consumption. I’ve taken action based on the finding of my health check.
Companies should monitor customer health – it’s easy! But they should do it in order to take action. Prioritize based on health (good/green – bad/red) and determine the necessary action based on the symptoms (health reasons).
I’ll write another post about the importance of churn/upsell predictions.
I’ve spent some time yesterday at a customer success bootcamp with one of my favorite customers.
The leaders have decided to spend two full days with the team in order to build alignment within the team with regards to customer success. This is a company that one of it’s core values is: “Customer Centricity”.
As a customer centric company, is the mission statement of customer success should be about customer love – making sure customers love the company, it’s product, people and services, or is it about value delivery?
This is a very important question that many customer success organizations are dealing with. The consensus these days is that customer value is what matters most, but many have thought differently in the past.
Customer success is a business function with clear business goals – impact CLTV, impact retention and customer growth. By focusing on the value to customer that drives the decision to renew and buy more teams impact CLTV. As a side effect, you get the customer love, as they are successful & satisfied.
I explain it in more details at this video below (this part starts at 6:30 min)
https://youtu.be/-Xm8ejkxMUs?t=6m30s (for direct link)
I’m going to be in NYC on Thursday for the Customer Success roadshow event. This is probably my 5th trip in the last few months to New York City. It’s going to be at Norwood Club, which usually hosts people from New York art scene.
If you happen to be in town, and would like to chat about Customer Success – don’t miss this event.
— Totango (@Totango) April 25, 2016
The truth, I’ve never really “got” animated gifs. But I guess this is an indication of my age and the generation I belong to.
Kevin Garcia, of Totango’s amazing marketing team, posted a very expressive post: Customer Success – The Farming Paradigm (with Gifs).
If you’re from the generation that is more visual – please check it out (link above). If you prefer to read a book over a cup of coffee – head over here.
Customer Success is relatively a new term.
We can clearly see from the Google Trends chart above that the customer success management community has started to trend up around mid-2014.
Many analysts and investors have been skeptical about the applicability of the customer success engagement model beyond the technology market, software as a-service companies mainly.
I’m happy to report that we’re seeing Customer Success in new markets every day now. People may use different terminologies like “customer marketing” or “proactive account management” – we are seeing the shift to recurring revenue business models and the pro-active engagement to impact the customer lifetime value.
On March this year, I’ve set down with Mary Stanphone, the amazing VP of Marketing of the internet service provider (ISP) Global Capacity. Mary reached out to me few years ago, as she was looking to pro-actively impact the customer health.
Mary describes it best:
We’re now focused on getting customer success right. We are building at Totango the technology to enable Customer Success, and I have documented in my book Farm Don’t Hunt – practical guidelines that I’ve learned from people like Mary.