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Building Accountability Through Healthscores, KPIs and Processes

Speakers: Jed Stone & Alyssa O'Connell

Session Abstract

Customer churn is a challenge that all companies face, especially in times of economic uncertainty. At Flatiron Health, even in the best of times, churn is sporadic and unpredictable. Our Customer Success team has had to get creative when developing a way to track risk in their network. In this session, learn how Flatiron overcame and revamped a failed first Health Score, and in doing so, translated their customer retention strategy into a company-wide OKR.

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