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ahamburg9
ahamburg9
Helper ⭐️⭐️
March 1, 2025

Community + CS Scorecards!

  • March 1, 2025
  • 2 replies
  • 84 views

Hi All,

We recently implemented CS to go along with our Community implementation.

Is anyone using a community score as part of their Scorecard in CS?

If so, how are you thinking about this? I would love to know how other have thought about it and implemented it as well.

Any thoughts are greatly appreciated.

 

Anthony

2 replies

alizee
alizee
VIP ⭐️⭐️⭐️⭐️⭐️
March 2, 2025

We are not at present as a lot of our community members are:

  1. Registered with personal emails and can’t be matched 
  2. ICs with little influence on renewals
  3. Sometimes customers are entirely partner managed

These are things to consider before going ahead as perhaps, Community only anecdotally influences what the health score measures, and correlation should happen elsewhere. 
 

If you can’t consistently match all your users, I’d refrain. 

The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
    dayn.johnson
    dayn.johnson
    VIP ⭐️⭐️⭐️⭐️⭐️
    March 3, 2025

    It’s the opposite for us -- we’re working through an integration of CC with our existing CS environment, and I’m looking to eventually build out a CC scorecard, and will be looking into how best to integrate that CC health score into a customer’s overall health. 

    Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
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