Thank you all for those who attended our webinar “Nurturing Your Health Score Toward Victory” this week! Our recording can be found below, along with a copy of our deck attached.
Recognizing making revisions to your scorecard is a journey, we walked through some foundational best practice components, the path of maturity, and a walkthrough of the analysis my colleague Mark employs here at Gainsight.
Key takeaways:
- Incorporate Customer Outcomes and Experience into your scorecard: track outcomes using the DEAR framework, and track experience using listening posts such as surveys and sentiment.
- CSMs who embrace Health Scores find their work simpler and more effective. Health Scores are not just about indicating job performance but about driving strategies to improve customer relationships.
- The evolution involves continuous improvement, starting simple, and gradually automating processes. Deciding on outcomes, communicating across the organization, and consistent tracking are key.
- Promoting a predictive model that evolves with your company and market is essential for success. Take account of factors like ROI, engagement at decision-maker levels, and product stickiness.
- Remember, it’s a journey, and starting with manual efforts is okay. The goal is to drive action and improvement within your organization.
- Find out more about how our Scorecard Optimizer can assist in these efforts as well!
As always we welcome your questions and feedback here in Community. Let us know what factors and strategies you’ve leveraged!
