Hey Gainsight Community, we are having an internal dialogue at my company related to CSM Sentiment and Customer Health. Our CSMs use a manual measure on scorecard to provide their insights and sentiment about the health of a customer, using the D-E-A-R framework. While this framework works very well for typical SaaS customer relationships, it is a bit harder to apply to our non-SaaS relationships where we provide ‘Data as a Service’. In such circumstances the D-E-A-R framework misses the mark, and so we are curious to know how others in Customer Success may approach this? Is there a framework that works for you to help your CSMs synthesize customer health succinctly and comprehensively without writing a magna-carta? Below is the simple guidance we suggest, but am interested in other points of view please.

Deployment:

• How well is the customer’s onboarding going?

• What issues have been identified?

Engagement:

• How engaged with the customer are we?

• How strong are your relationship with the key personas?

Adoption:

• How broadly and deeply are our solutions used?

• What blockers for greater adoption have been identified?

Return on Investment:

• Has the customer achieved all the outcomes they were hoping to achieve?

• What are the significant gaps to full value delivery?

Thank you in advance...Marcos