Customer Engagement Index
A metric used to measure the engagement of an individual customer. Its score is determined based on an analysis of customer behavior and their interactions with our product or service (frequency and degree of usage, sequence of pages visited, key performance indicators, etc.).
Customer engagement index, along with the customer satisfaction ratio, is one of the key elements that will allow you to predict churn.
How to care for customer engagement?
Ways to care for customer engagement that you need to consider:
1. Identifying trial period customers who are ready to buy your product;
2. Identifying customers who need help or intend to leave;
3. Identifying the right customers who are ready for an "up-sell" or "cross-sell".
Read also
Useful links:
https://saasmetrics.co/what-is-customer-engagement-score-how-to-calculate-it/