Creating an effective customer health score is a useful tool for customer success teams. To do so, consider seven focus areas which may vary depending on your business model. Visibility is also important - store the score in a CRM or similar system and document and socialize what it means.
Focus areas include CSM sentiment, customer sentiment, engagement and advocacy. Product adoption and use, business results and support health are also important metrics to consider. A connected ecosystem of data is ideal, and even with a spreadsheet tool, start now to understand risks and opportunities.
For more resources on customer health scoring, see the links to articles provided in the article.
How to Design a Customer Health Score: Seven Focus Areas
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