Which data analysis method can help identify customer barriers?

The method of monitoring health scores and reviewing feedback is particularly valuable in identifying customer barriers. Health scores typically incorporate various metrics that indicate the overall satisfaction and engagement of customers with a product or service. By analyzing these scores, Customer Success Managers can uncover potential issues that customers may be experiencing, which might be hindering their success or satisfaction.

Furthermore, actively reviewing customer feedback allows CSMs to gain direct insights into the customers' experiences. This feedback can often highlight specific obstacles, such as usability issues, lack of features, or unmet expectations, that customers face while interacting with a company’s offering. By effectively using these two approaches in tandem—monitoring health scores for quantitative insights and analyzing feedback for qualitative findings—CSMs can identify barriers that impact customer retention, satisfaction, and overall business success. This proactive approach enables organizations to address problems swiftly and improve customer experience.