Here are some insights on a key tool in Gainsight that can help us grow our accounts and accurately forecast Net Revenue Retention: the Customer Health Scorecard. Coupled with the DEAR Framework (Deployment, Engagement, Adoption, and ROI), this feature can give us the full picture of customer health and drive smarter decision-making. 

Watch the webinar recording here to learn more about Scorecard Optimizer

Here’s how the two work together:

Data-Driven Customer Growth with the Health Scorecard:
The Health Scorecard aggregates key customer data—like product usage, engagement, and support interactions—and transforms it into actionable insights. By tracking these factors through the DEAR Framework, we can break down customer health in more detail:

• Deployment: Is the customer fully onboarded and using the product as intended
• Engagement: Are they actively interacting with our team and product?
• Adoption: Are they utilising key features that drive value?
• ROI: Are they seeing measurable returns from using our product?

When combined, the Health Scorecard and DEAR Framework provide a holistic view, helping us zero in on accounts that need attention and identify opportunities for growth.

Accurate NRR Forecasting:
With the DEAR Framework feeding into the Health Scorecard, we can predict renewals and expansions with greater precision. Gainsight’s health scores, influenced by the DEAR factors, correlate closely with NRR. This enables us to forecast more accurately, giving us visibility into where our revenue is trending and which accounts are at risk or ready for expansion.

Customizable Health Metrics for Strategic Action:
Every customer is different, and Gainsight’s Health Scorecard allows us to tailor health metrics to fit the DEAR Framework for each customer segment. This customization ensures that we’re tracking the most critical aspects for each account, from how well they’ve deployed the product to the ROI they’re realizing.

Key Takeaway:
The combination of the Health Scorecard and DEAR Framework empowers us to make data-driven decisions that drive customer success. By actively leveraging customer health data through the DEAR lens, we can proactively address risks, identify growth opportunities, and ensure higher NRR.