Building a Retention Strategy, Part 4: How to prioritize your book of business engagements and interventions

The series focuses on developing an effective retention strategy by leveraging data to build a smart, scalable retention motion, particularly targeted at account directors and managers in SaaS companies. It guides readers through establishing Active Usage Metrics and connecting them to revenue via a metrics tree, using an Impact Calculator to compare initiatives, and creating dashboards to monitor account health. The process involves aggregating data, identifying join keys to link tables, and drilling down through management hierarchies to identify accounts needing attention. The importance of addressing both noisy and silent accounts is highlighted, with strategies suggested for building a scorecard that monitors key performance indicators, such as customer engagement and communication frequency. By setting up comprehensive dashboards, account managers can prioritize actions based on account health, helping to enhance the success of products, teams, and the overall business.