Launch/Implementation Scorecard Best Practices

@cmultanen it’s been awhile since this post, but curious to hear if you moved forward with an Onboarding/Implementation scorecard, then transitioned to a regular scorecard post-implementation? If so what criteria did you use to change the scorecard? (ie Stage field?)

We’re considering a similar approach here, but I’m concerned on whether the Onboarding/Implementation scorecard data would still be available to view after the account changes scorecards.

Want to chime in as well :)

When starting out, keep it super simple - only a few Measures/Groups.  Try and stay with as much automation as you can, just help curb the possible inflated manual measures.

At a former company, for the Sentiment - we created a Timeline Type, with a custom layout.  And the CSMs would write in their notes regarding the customer and had a few items they could select to help us identify the sentiment.  We used that Type to help run our Sentiment rule - but did give the CSMs the ability to override it.

Using %’s has also greatly helped when assigning Scores to Measures.  We recently moved from flat numbers to %’s for one of our measures and it’s been a huge improvement, and better indications.

Below were some of our base metrics when we re-launched our Healthscore [Moved from Company Only, to Company/Relationship Healthscore]:

• Contact Managment: Are the apporate Contacts on the Company?
• CSM Communication: Are the CSMs communicating with the Customer X Times within X Period?
• Customer Support: How often is the Customer reaching out to Support? [(# of Cases / 30 Days) * 100 = %]

Then depending on your grading scale - you set the ranges for the measures.  The contact managment only utlized 3 of the grading scales though.

@sarahmiracle If you use Stage to track the lifecycle of the Customer, than that’s a good flag to use for them to automatically switch to the new Healthscore.  Just be sure to set Stage in the Implimentation Scorecard, so it stops updating once the transition happens.

If I’m not mistaken, you could create a rule that rights the final overal score of the implimentation to the new Scorecard without a weight associated to it as well.

I can’t remever there is a drop down though on the C360 that allows you to swap views though :/ If not, you could add the previous scorecard information to a Gainsight Home layout.

@sarahmiracle we did implement stage-based scorecards: one for implementation and one for post-implementation. We use lifecycle stage as the criteria for flipping the scorecards and write the final implementation score to the post-implementation scorecard along. We also created a section for “implementation essentials”, ~10 product signals we expect all customers to complete before implementation and include those  as unweighted metrics in the post-imp scorecard for visibility. 

@dstokowski I would love to see this if you have a chance. As a FinancialForce employee, we want to implement something similar while also taking into account Customer pulse check kinds of surveys and somehow taking the score from that, the project status, # of pushes, and things like that, and assigning a score based on that. Then assigning a playbook. 

Would love to see what others have done too! 

@bmayden I notified your CSM on this ask as she would be able to coordinate you to take a look at our approach.