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Introduction

Effectively managing customer health scores is crucial for identifying risks, improving customer relationships, and driving targeted interventions. This is a comprehensive guide on leveraging health scores to reduce risk and enhance customer success.

Why does this matter?

Utilizing customer health scores provides several key benefits:

  1. Improved Risk Identification: Quickly pinpoint at-risk customers and address potential issues before they escalate.
  2. Enhanced Customer Insights: Gain a deeper understanding of customer behaviors and needs, driving more personalized interactions.
  3. Proactive Risk Management: Implement strategies to mitigate risks based on real-time data and insights.
  4. Streamlined Operations: Utilize automated and data-driven approaches to manage customer health efficiently.

Hot to get started

To effectively leverage customer health scores for risk reduction, follow these consolidated steps:

  1. Data Import and Assessment
    • Data Import: Import relevant data into Gainsight and incorporate it into health measures.
    • Data Assessment: Collaborate with your data team to identify key data points that are crucial for evaluating customer health (e.g., top 3 sticky features).
  2. Define and Configure Scorecard Schema
    • Set thresholds and assign weightage to each measure within the scorecard.
    • Customize scoring schema and assign relevant scorecards based on customer segments, stages, and strategic value.
    • Identify Risks: Determine critical risk factors that necessitate score adjustments.
    • Configure Overrides: Set up scorecard overrides to ensure critical risks adjust the overall score.
    • Define Measures: Identify and define measures unique to your partner model or specific customer segments.
  3. Lifecycle Management and Holistic Assessment
    • Define customer segments and lifecycle stages to create a consistent customer journey.
    • Incorporate additional assessments and sentiment analysis alongside outcome metrics for a holistic measurement of customer success.
  4. Design Dashboards and Layouts
    • Create and tailor dashboards with appropriate reports, widgets, and filters for different user roles (CSMs, Leadership, Executive).
    • Document onboarding stages, tasks, and milestones, and design dashboards around these metrics.
    • Design dashboards to reflect the processed information and meet the specific needs of each user segment.
  5. Evaluate Effectiveness and Refine
    • Continuously monitor the effectiveness of the scorecard configurations and overrides.
    • Refine and adjust the scorecard settings based on ongoing feedback and observed outcomes to enhance predictiveness and accuracy.

Gainsight features you'll need

  • Scorecard: To set up and configure health score measures, thresholds, and weightages for different customer segments.
  • Rules Engine: To automate health score calculations and trigger actions based on score changes.
  • Connectors: To import relevant data from various sources into Gainsight for comprehensive health scoring.
  • Surveys: To gather customer feedback and incorporate it into health scores for a more holistic view.
  • Playbooks: To create standardized response plans for addressing different health score scenarios and mitigating risks.

What’s next?

After mastering health scoring to reduce risks, explore Enhancing risk resolution through team collaboration to learn about implementing cross-functional risk programs.

Further reading and inspiration

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