10 Best Practices for Calculating Your Customer Health Scores
Download as PPTX, PDF2 likes1,202 views
The document outlines ten best practices for calculating customer health scores aimed at improving customer success management. Key recommendations include defining goals, starting small, aligning scores with customer lifecycle stages, and combining various signals into actionable insights. It also emphasizes the importance of sharing health scores with customers and managing signals to enhance overall customer health and retention.
10 Best Practices for Calculating Your Customer Health Scores
- 1. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 10 Best Practices For Calculating Your Customer Health Scores Paul Philp @PPhilp Founder and CEO, Amity
- 2. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Get your tweet on and join the conversation! #Customerhealth @GetAmity @PPhilp Q&A at the end – ask them in the chat box! (if we run out of time, tweet or email us!)
- 3. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Health Score = Early Warning System
- 4. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Early Warning is not Enough
- 5. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Elements of an Early Warning System Risk Knowledge Response Strategy Monitoring System Signals What Factors lead to higher customer Risk Monitor all your sensors for meaningful changes. Monitoring What signals provide he best insight. Signals What actions will be taken. Response
- 6. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 1. Define Your Goals for the Health Score • Who will be using the health score? • What actions will be triggered? • What metrics might be impacted?
- 7. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 2. Start Small and Iterate Implement MeasureImprove Design
- 8. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 3. Define Health Score by Lifecycle Stage Land Launch Adoption Expand Renewal Each Stage can (should) have different signals and responses.
- 9. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 4. Define Your Actions First • What challenges do customers face? • What actions will impact the customer challenge? • What signals will trigger this action?
- 10. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 5. Define Your Signals SignalSource Measure 1 Measure 2 Measure 3 Business Outcomes Adoption Delivery and Operations Customer Feedback Relationship Outcome1 > Y Outcome2 + 10% Logins > X Key Feature + 10% Licenses >80% Outcome 2 > Goals Onboarding On Time NPS > Z Executive Left Min Max Goal Change in Trend
- 11. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 6. Enable Manual Overrides CSMs have access to unique observations, powerful insights and pattern recognition.
- 12. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 7. Benchmark Your Customers • Benchmark your customers against all your signals. • Benchmarks can be very accurate filters on your signals. • Changes in relative position can be very powerful signals.
- 13. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 8. Combine Signals into Actionable Health Score(s) You can (should) have multiple health scores. • By Product • By Stage • By Outcome • By Industry Signal Value Weight Score Outcomes 0.75 0.5 0.38 Usage 0.3 0.3 0.09 Relationship 0.8 0.2 0.16 63
- 14. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 9. Share Your Signals and Health Scores • Provide your customers with periodic ‘report cards’. • Great opportunity to create value by providing insights. • Also, an opportunity to demonstrate your value.
- 15. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 10. Manage your Signals and Goals • Build a customer command center. • Set and track goals for all signals. • Develop customer success plans to improve low signal levels.
- 16. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth 10 Best Practices to Calculate Customer Health Scores 1. Define Your Goals for the Health Score 2. Start Small and Iterate 3. Define Health Score by Lifecycle Stage 4. Define Your Actions First 5. Define Your Signals 6. Enable Manual Overrides 7. Benchmark Your Customers 8. Combine Signals into Actionable Health Score(s) 9. Share Your Signals and Health Scores 10. Manage your Signals and Goals
- 17. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Your customer command center.
- 18. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth The Pre-Amity Command Center
- 19. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth From Chaos to Customer Success Automatic Data Collection and Analysis Confidential © 2014 Amity Renewals Upselling Retention Referrals Trial Conversions Growth Productivity Scalability Visibility
- 20. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Amity Key Features Complete Customer Success Suite Data Integration CRM Email Support Billing Marketing Activity Outcomes Customer Insight Health Score Trends Alerts Engagement KPIs Outcomes Workflow Automation Rules Playbooks Notifications Customer Email Tasks Real-time Lifecycle Management Visual Goals Drill Down Historical Performance Reporting Dashboards Team Performance Account Performance Portfolio Performance
- 21. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Amity Benefits Dramatically Improve CSM Productivity Simplify Day to Day Workflow Unify all Customer Data Highlight Churn / Upsell Focus on the Right Customer Automate Routine Tasks Early Warning System
- 22. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Q & A
- 23. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Join our upcoming webinar on August 24 at 1pm ET: Customer Success as a Profit Center
- 24. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth Thank you for being here! #Customerhealth