One of the challenges that we discussed during our last call was how to create a health score that was as accurate as possible related to actual customer health. One of the best ways to get a sense of how your current health score measures up is to get feedback from your CSM team who is touching customers on a daily basis.
The following suggestion was proposed by one of my CSM counterparts, Tracy Zundel, and talks about soliciting input from your CSMs on what's working/not working from a CTA standpoint - but the logic applies similarly to health score. Get the feedback from the team on what works and what doesn't work and then invite them to participate in the process of improving it.
Hope you find this helpful:
You could start out by simply asking all CSMs to look in their Cockpit and send you their thoughts on the CTAs that currently exist. To make it digestible and doable, maybe tell them to provide input like so - with a deadline of next Friday (or earlier, so they don't forget):
1) top 3 CTAs that are most helpful to you
2) 3 CTAs that you do not find helpful
3) 3 ideas for new CTAs OR other ideas on how the value of Gainsight could be increased for them in the Cockpit and Customer 360
This will get everyone looking in Gainsight, thinking about how it can benefit them and held accountable for making just a few suggestions. Those with the most or best ideas could be asked to participate in a monthly CS Advisory Council to review Gainsight changes and ideas.
With the initial input from the entire team, we can work together to boil down which suggestions are feasible, advisable and highest priority.
Ultimately -
