Tenure

What It Is

Tenure measures how long a user or account has been active since their start date. It’s a straightforward yet impactful metric that highlights the depth and longevity of your customer relationships.

Why It Matters

Tenure provides valuable context for understanding customer health:

• New users often need additional onboarding and support to quickly realize value and maintain strong customer health scores.

• Long-time users may require new features or proactive engagement to keep their loyalty and enthusiasm high.

When combined with metrics like customer health scores or feature adoption, tenure helps paint a complete picture of each account’s health and enables more targeted strategies.

How It’s Measured

Tenure is calculated by subtracting the account’s start date from the current date:

Formula:
Tenure = Current Date − Start Date

Example:

• An account that started on January 1st and today is August 13th → Tenure = 224 days.

Signals to Watch

• Healthy Accounts: Long-tenured accounts showing steady or increasing customer health scores signal satisfaction and loyalty.

• Warning Signs: New accounts with low activation or declining health scores may need extra attention to prevent churn.

Who Uses It and How

• Customer Success Teams: Tailor support strategies based on tenure, offering onboarding assistance for new accounts and value reinforcement for long-time users.

• Marketing Teams: Segment accounts by tenure to deliver personalized campaigns—from onboarding content for new users to exclusive offers and rewards for loyal customers.

• Sales Teams: Leverage tenure data to craft compelling renewal pitches for long-tenured accounts or engage newer ones to build early loyalty.

Why It’s Part of Customer Health

At Accoil, customer tenure is more than just a number—it’s a key indicator of the relationship’s strength and potential. When paired with other metrics like customer health scores and adoption rates, tenure provides a full picture of how long customers stay and how satisfied they are throughout their journey.

Because loyal customers aren’t simply acquired—they’re nurtured over time.