Tenure

What It Is

Tenure tracks how long a user or account has been active since their start date. It’s a simple yet powerful metric that highlights the depth of your customer relationships.

Why It Matters

Tenure adds context to your customer health metrics:

• New users often need extra onboarding and support to find value quickly.

• Long-time users might need new features or proactive engagement to stay loyal and excited.

When combined with metrics like engagement or adoption, tenure paints a clearer picture of each account’s health and helps tailor your strategies.

How It’s Measured

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

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 growing engagement indicate satisfaction and loyalty.

• Warning Signs: New accounts with low activation or declining engagement may need extra attention to keep them on board.

Who Uses It and How

• Customer Success Teams: Adjust support strategies based on tenure, providing tailored guidance 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 for loyal customers.

• Sales Teams: Use tenure data to strengthen renewal pitches for long-tenured accounts or re-engage newer ones to build loyalty early.

Why It’s Part of Customer Health

At Accoil, customer tenure is more than just a number—it’s a sign of the relationship’s strength and potential. When paired with other metrics, it helps you understand not just how long customers stay but also how engaged and satisfied they are throughout their journey.

Because loyal customers aren’t just made—they’re nurtured over time.