Engagement Measurement Playbook

Traditional support metrics measure activity. Engagement measurement captures value.

Engagement Measurement: A Framework for Measuring Support Value Across All Channels introduces a modern approach to measuring support impact across assisted, self-service, and automated engagements—connecting support activity to customer outcomes and business value.

What’s covered:

• A framework for measuring support value across all engagement channels
• Definitions and criteria for what constitutes a meaningful engagement
• The Engagement Maturity Model and its connection to data model maturity
• A phased roadmap for implementing engagement measurement incrementally
• How engagement data powers the Support Attribution Framework
• Methods for connecting engagement outcomes to retention, adoption, and revenue impact
• Practical guidance for moving from activity metrics to outcome and value measurement

Available exclusively to members. Download the playbook to build the measurement foundation required to prove support’s strategic contribution.