Introduction
As you learnt about identifying and analyzing usage patterns to uncover adoption gaps in the last article, the next step is to use health scores to monitor and address these challenges effectively. Health scores provide a powerful way to track customer engagement and pinpoint areas where intervention is needed. This article builds on the foundation set in our previous guide and prepares you for our next topic on empowering customers to overcome adoption issues using usage trends.
Why does this matter?
Using health scores to identify and address adoption challenges is crucial for several reasons:
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Adoption visibility: Health scores highlight how effectively customers are adopting your product, showing where they are fully utilizing it and where they are not.
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Early detection: Health scores help spot adoption issues early. By monitoring scores and setting thresholds, you can identify at-risk customers and intervene promptly.
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Targeted interventions: Understanding health scores by segments allows you to focus on areas needing the most attention, improving overall product usage.
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Improved customer outcomes: Better adoption leads to higher satisfaction, retention, and expansion opportunities. Health scores track these improvements, ensuring your strategies are effective.
This approach ensures proactive management of adoption challenges, leading to more successful customer outcomes.
How to get started
Step 1: Define health score metrics
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Identify key metrics: Determine the metrics that are most indicative of customer health, such as login frequency, feature usage, and support ticket activity.
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Set thresholds: Establish thresholds for each metric to define what constitutes healthy, at-risk, and unhealthy customers.
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Customize for segments: Customize health scores for different customer segments based on their specific needs and usage patterns.
Step 2: Implement health scores in Gainsight
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Configure scorecards: Set up scorecards in Gainsight to track the defined metrics. Use the Rules Engine to automate score updates based on real-time data.
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Visualize health scores: Create dashboards to visualize health scores across your customer base. This provides a quick overview of customer health and highlights areas that need attention.
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Integrate with other tools: Ensure health scores are integrated with other customer success tools, such as CTAs and Playbooks, to trigger actions based on score changes.
Step 3: Monitor and analyze health scores
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Regular monitoring: Regularly monitor health scores to identify trends and changes in customer health. Use this data to inform your customer success strategy.
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Analyze patterns: Analyze patterns in health scores to understand common challenges and opportunities. Look for correlations between health scores and customer outcomes.
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Adjust strategies: Adjust your customer success strategies based on health score insights. Implement targeted interventions to improve scores where needed.
Step 4: Take action based on health scores
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Trigger CTAs: Use CTAs to prompt your team to take action when health scores fall below certain thresholds. This ensures timely intervention for at-risk customers.
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Deploy playbooks: Use Playbooks to provide structured guidance on how to address specific health score issues. This helps ensure consistent and effective responses.
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Track outcomes: Track the outcomes of your interventions to understand their impact on health scores. Use this information to refine your strategies and improve customer success.
Gainsight features you'll need
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Gainsight PX or similar tools: For capturing detailed usage data and analyzing feature adoption.
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Scorecards: To track and manage customer health scores.
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Rules Engine: To automate score updates based on real-time data.
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Dashboards: To visualize health scores and monitor customer health.
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CTAs: To trigger actions based on health score changes.
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Playbooks: To provide structured guidance for addressing health score issues.
What’s next?
With health scores in place to identify and address adoption challenges, you're now ready to empower your customers to take control of their adoption journey. Our next article, "Empower customers to overcome adoption issues with usage trends" will guide you through providing customers with the data they need to self-correct adoption issues and maximize their success.
Further reading and inspiration