customer-analyticslisted

# Customer Analytics (LENS Framework) Design a customer analytics architecture that answers *which customers, doing what, are driving (or breaking) the business* - instead of dashboards full of vanity counts. LENS produces a defensible segmentation, a retention model, an engagement score, and a behavioral diagnostic loop that PMs and CS can act on weekly. ## Core Principle **Customer analytics fails when it stops at "users went up." LENS forces decomposition into *who*, *what*, *when*, and *why* - the four axes a dashboard usually collapses into one number.** ## The LENS Framework | Letter | Stage | The Question | |--------|-------|--------------| | **L** | Lifecycle Mapping | What are the named lifecycle stages and what does each one's "good" look like? | | **E** | Engagement Scoring | What weighted score combines depth, breadth, and recency of value events? | | **N** | Net Retention Decomposition | Where exactly is NRR coming from - new logo, expansion, contraction, churn? | | **S** | Segment Behavior | Which segments behave differently, and which behavioral cohorts predict outcomes? | ## Lifecycle Stages | Stage | "Good" Signal | Diagnostic | |-------|---------------|------------| | **New** | First value event within target window | Activation rate by cohort | | **Activated** | ≥ N value events / week within 30 days | Stickiness (DAU/WAU or analogue) | | **Habituated** | Multi-workflow + multi-user adoption | Workflow coverage % | | **Expanding** | New seats / modul